Application Support Analyst - Sharepoint (Channels)

Position Overview

The successful candidate will primarily support for SharePoint and DotNet based applications. The role is to perform Level 2 Application support comprising User/ Vendor Management, Incident/Problem management, Service Ops tasks of various applications and Change Management processes.

Role & Responsibilities

Maintenance Support:

• Provide on-going maintenance support for production systems/applications and 24/7 stand by support (when required)
• Level 2 support will include attending to user queries, analysis and investigation of issues reported, ensuring the issues are fixed as per user requirement
• Evaluate potential solutions and make recommendations to resolve application issues and user queries
• Log the issues received, track and monitor the progress of fixes in a timely manner, according to established Service Level Agreements (SLA)
• Monitor Service level dashboards, perform daily health monitoring, system capacity review and allocation of adequate capacity.
• Work with various internal teams (Infra/Database/Security/Cyber Defence/Data Centre Ops) to detect and remediate incidents, problems and changes.

Application Changes Support:

• Involvement in the system integration testing (SIT) and user acceptance testing (UAT) prior to production implementation of changes
• Assist and involve in change management process (Change Approval, Implementation, Testing, Deployment and verification)
• Assist with the co-ordination in administration matters such as contract renewals, SSL Cert purchases and renewals
• Participate in implementation of projects and enhancements to provide inputs and review maintenance support requirements

User/ Vendor Management:

• Liaise closely with business users and build good rapport
• Liaise closely with vendors in implementing application patches, bug fixes and any necessary upgrades in accordance with OS/Software/Security policies
• Provide periodic updates and reports to internal and user management

Requirements

• A recognized diploma / degree in IT or related discipline
• At least 6-8 years of hands-on experience in software development and support
• Microsoft Professional Certifications (.Net/SharePoint) will be beneficial.
• Strong understanding of ITIL process
• Good problem solving and analytical skills and knowledge of programming, systems analysis, QA, integration, and migration functions
• Good communication skills and a team player to work in a dynamic and high performing environment

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