Location: India (Remote from home) Duration: 6 + months
Our client, an oil and energy enterprise conglomerate, seeks an Application Support Analyst to support users daily to ensure requests are resolved on time. The successful candidate should possess skills to improve and automate several existing functions to enhance the overall user experience, e.g., reporting and information feeding between systems.
Responsible for monitoring and responding to open tickets submitted through an incident management system
Troubleshoot and escalate alerts that cannot be resolved to the appropriate section
Prioritize and handle service requests and incidents
Progress issues and provide relevant information for troubleshooting or clarification
Identify opportunities for process improvement and contribute to departmental initiatives
Responsible for improving and documenting the technical processes around application support (using Service Now)
Work collaboratively with the Technical/Product Lead on change requests, managing issues, and establishing priorities
Ensure the performance of daily health checks of the applications, scripts, and infrastructure by the support team
Responsible for installing, configuring, and administering application servers
Develop scripts and works with the team to automate repeatable manual tasks
Responsible for troubleshooting and resolving application or infrastructure issues.
Hands-on experience working in an applications production support/application development environment.
Should possess detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality of these systems to troubleshoot and resolve application or infrastructure issues and experience/working knowledge of ITIL/ITSM compliant incident, problem, and change service management.
Effective communication skills and ability to work with cross-functional teams to resolve issues, e.g., database team and other technical teams
Provide post-implementation support and develop future iterative system releases
Produce technical documentation, design, and test systems changes accurately to ensure system efficiency, integrity, productivity, and maintainability
5 years+ experience as a Support Analyst
3 years+ experience in SQL, building SQL queries and procedures
Critical thinking and problem-solving skills
Team player with time-management skills
Agile/Scrum Methodologies (A Must)
Experience working in Amazon Web Services & Microsoft Azure
Supports and enhances cloud infrastructure
Previous experience using Service Now, Azure DevOps
Experience in Incident and Change Management (ITIL)
Customer service skills: They must possess demonstrated ability to provide customer support and deal with escalated customer issues
Problem-solving skills: Should be naturally curious and creative individuals with a drive to proffer solutions to problems, as well as a passion for innovation.
Interpersonal skills: Must have the ability to influence and communicate cross-functionally effectively.
Organizational skills: Ability to multi-task effectively while prioritizing work and adapt well during pressure situations.
Previous experience supporting O&G Hydrocarbon Accounting Systems. (nice to have)