Service Analyst - Application Support (M-2024-1238)

Position Overview

Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems. In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency. In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.

You are also responsible for delivering new and improved capabilities in systems monitoring, recovery, and stability, as well as in managing complex problems that require both technical expertise and domain-specific or workflow-related insights. This role demands a proactive, detail-oriented approach of support that fosters a stable and resilient application environment for users.

Role & Responsibilities

Operational Execution

• Provide applications troubleshooting and on-site support
• Simulate user problems to resolve operating difficulties
• Coordinate activities to identify, diagnose and rectify problems
• Develop mitigating and/or preventive solutions
• Assist in investigation of complex user reported issues
• Support in the testing, installation and deployment of applications and patches
• Perform regular maintenance checks on the applications
• Support and assist in regular server maintainance, system accesses, systems monitoring, backups, patching and daily health checks
• Monitor Service level dashboards, perform daily health monitoring, system capacity review and allocation of adequate capacity
• Defect fixes and resiliency related improvements
• Provide Level 1 support
• Log, escalate and follow through with issues
• Maintain service operations documentation and guides. Develop supporting documentation for all Service Operation activities
• Assist in documentation of key application workflows
• Assist in implementation for standardization across technologies / domains of applications
• Assist in training 

Requirements

• Diploma/Bachelor’s degree in computer science or other highly technical, scientific discipline
• 1-3 yrs of Technical / Application Support experience on multi technology platforms
• ITIL v3/v4 certification and strong service oriented experience / background preferred.
• Knowledge and understanding of IT industry environment  and business needs

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