Application Support Analyst (L-2)

About Infosys:Infosys (NASDAQ: INFY) defines, designs and delivers IT-enabled business solutions that help Global 2000 companies win in a flat world. These solutions focus on providing strategic differentiation and operational superiority to clients. With Infosys, clients are assured of a transparent business partner, world-class processes, speed of execution and the power to stretch their IT budget by leveraging the Global Delivery Model that Infosys pioneered. Infosys has over 80,000 employees in over 40 offices worldwide. Infosys is part of the NASDAQ-100 Index. For more information, visit www.infosys.com About the Unit:Infrastructure is beginning to play an integral part in delivering an agile and flexible end-to-end business service. The ability to manage the underlying Infrastructure components is becoming increasingly complex due to the speed of technological innovation. The need for agility and flexibility to gain competitive advantage has created an imperative for enterprises to look at strategic differentiation using newer models, such as Modular Global Sourcing, for delivering services.Infosys provides end-to-end services across all IT Infrastructure service domains, through a continuous life cycle of  "Plan, Design, Implement/ Migrate and Manage". Infosys is able to deliver these services to clients in the most consistent, predictable and cost-effective manner, leveraging its Global Delivery Model.Job Responsibilities:Application support analysts liaise with Business users, development teams, vendors (where required) to resolve incidents and problems that effect applications.  The focus of the team is to ensure the systems operate reliably to meets business requirements, to provide high levels of support and analysis to business users and to coordinate implementation of bug fixes. The high-level responsibilities are • Prioritise Service Requests and Incidents in line with business impact and SLA. Maintain incident details in Incident Management tool (Remedy) and manage them through to resolution in line with the incident management process.• Follow Incident Management guidelines to determine severity 1 and 2 incidents and progress them in line with the Incident Management process.• Review and management of system documentation to maintain current and accurate information.• Participate in Release Management process and to identify bugs within current and new functionality. To assist in the testing, release and delivery of bug fixes and enhancements.• Communicate effectively with other teams, business users and 3rd parties. • To provide front line support and manage resolution of support service issues, overnight batch issues, queries raised required enhancements etc. This will involve extensive liaison with business users, other support teams, development teams and third parties suppliers. • Provide back-up support cover for other team members as and when required.• Participate in User Forums, covering support and project work as and when required.• Be proactive in improving user support, systems availability and procedures.• The support analyst will be expected to understand, at a high level, all aspects of the operational systems and their interfaces, with detailed business knowledge of those areas where it may be required.Technical Requirements:Minimum 2 to 3 years experience in application support Programming skills in HTML, XML, Java, J2EE, ASP 2.0, Visual Basic.NET, SQL, T-SQL, JSP Database exposure including PL/SQL programming skills, preferably certification in Oracle or Sybase or MS SQL on Unix and Windows environment Nice to scripting skills in Shell or PERL Experience of systems that facilitate Incident, Problem, Change and Release Management Tools such as MS Office Suite, Visio, Remedy Knowledge of ITIL & ITIL Foundation Certification is an added advantage. Behavioral requirements: Should have high standard of verbal and written communications skills Strong analytical skills Customer service focused, e.g. attentive to end-user needs, work with due urgency, attention to detail Ability to perform root cause analysis, performance monitoring and application related issues Develop and implement process improvement initiatives and assist in achieving Service Management objectives Should have 4 to 8 years of relevant experience Education: Bachelors required. Masters a plus. Company: Infosys Technologies Ltd Location: Bloomfield, CO Status: Full Time, Employee Job Category: IT/Software Development Relevant Work Experience: 5+ to 7 Years Career Level: Experienced (Non-Manager) Educational Level: Bachelor's Degree Company: Infosys Technologies Ltd Contact: Palak Shah Email: Apply by Email