Role purpose
The Application Support Senior Analyst is responsible for the application support of Travelexs applications. The primary purpose of the role is to ensure SLAs are met by resolving incidents and work requests within agreed time scales, performing root cause analysis of faults, pro-actively identifying technical or business functionality issues/problems and provide solutions to those problems either via enhancement, automation or code changes.
Key Accountabilities
Technical activities
- Investigation and resolution of Incidents within agreed SLAs
- Ownership and coordination of issue resolution across multiple teams such as third party package vendors, Travelex in-house development teams and Travelex infrastructure teams
- Maintaining the support knowledge base of standard fixes / issue remediation work instructions
- Continuous improvement of Travelex application support standards and processes
- Proactive Problem Management, analysing support metrics and identifying root causes
- Application environment ownership (code repository management, lower environment set up, code setup)
- Application enhancement and development
Relationship management
- Identify, recognise and acknowledge IT management and stakeholders
- Establish communication channel with relevant stakeholders
Communication
- Excellent written and verbal communication skills
- Excellent listening and interpersonal skills
- Logical thinking with a high focus on attention to detail
- Ability to conduct research into systems issues and products as required
- Ability to communicate ideas in both technical and user-friendly language
- Ability to work effectively with individuals in remote locations
Essential
Experience and personal qualities
- Minimum 4-6 years experience in production application support
- Expert understanding of programming with stored procedures
- Expert understanding of databases, data models, triggers
- Expert in troubleshooting large integrated systems and databases
- Expert with transaction handling strategies
- Expert understanding and application of persistence strategies
- Experience and strong knowledge of Dot Net, Web services, IIS/Apache/tomcat, SQL Server
- Experience of working in Production Services team
- Experience with IT operational aspects of software development including build management and software configuration management
- Experience in knowledge and hands-on experience with open source technologies and emerging technologies
- Experience in problem solving skills with the ability to work under pressure to deliver to deadlines while managing multiple priorities
- Team player who is willing to work outside immediate team to deliver organisational goals
- Working knowledge of software configuration management, schema management and deployment strategies
Working Hours
- Should be ready to work in shifts (24x7 setup)
