Junior Technical System Analyst

Job Summary :

Provide high quality application and systems support, understand the nature and business impact of requests and perform the required analysis. Provide second line support for technical and functional solutions

Responsibilities :

• Provide high quality operational and technical application and systems support to customers and internal business functions.
• Provide second line support service to NOC, Service Desk, Business Desk SA and Business Desk MAH
• Resolve incidents, problems, service requests and change requests in line with business priorities.
• Resolve calls logged within the agreed MTTR (Mean time to resolve) included in agreed SLAs.
• Ensure Incident / Request updates are at an acceptable quality.
• Document and provide analysis of defects to solution teams
• Create diagnostic scripts and other aids per system e.g., simple diagnostic question sheets, historical records, known error lists, predefined extract scripts, etc.
• Collaborate with the Solution Delivery teams and Architectural teams with regards to planning, designing, architecture development and configuration of the technical platforms for the Application Support portfolio.
• Participating in deployment handover sessions.
• Be available to the business and support leads for operational support.
• Involvement in internal projects.
• Assist with On-The-Job training.
• Participate in Priority war room sessions.
• Participating in disaster recovery exercises.
• Generate and execute scripts related to daily support requirements.

Continuous Improvement :

Skills :

Oracle, SQL Server