Application Support Analyst

IT CPO Application Management is the global support organization, providing 24/5 Business Critical and Weekend/Holiday Business Standard production support of IT CPO applications.

 

Main Function

Provide 1st and 2nd Line Support for applications within IT CPO Application Administration.  Perform hotline support, Incident management, troubleshooting and resolving of production Incidents.  Interact with business clients, management and other IT support groups.  Escalating to 3rd Line Support, where necessary.  Liaise with support staff globally, handover issues to facilitate follow-the-sun support.

 

Support implementation of production Release through standard Release Management processes.

 

Assist in the planning and invocation of DR/BCM solutions, from planning and documentation through testing. 

 

Assist is service improvements and documentation, utilizing a global approach for each location and application supported.

 

Familiarity with supported technologies.  Database Systems: Mainly Sybase and SQL Server, Oracle.  Applications development  environments, such as C++, C#, Perl, HTML, Java, .NET,  Perl, Shell, Unix, VB, Windows, XML/XSLT.  Incident, Problem and Release management tools.

 

Main Duties

Incident/Problem

•  1st/2nd level monitoring, troubleshooting and resolution of  production Incidents from Hotline, Support Mailbox and/or System Alerts

•  Escalation to 3rd Line or IT teams

•  Hand-over from/to other region

•  Weekends / Holidays

Release

•  Change / release planning, documentation review, event co-ordination and implementation

Business Continuity

•  Maintain Disaster Recovery documentation

•  Periodically perform BCM/DR Testing

Application Support

• Stay hands on with supported technologies and procedures

 

Job ID 105331MG