Service Analyst - L2 support (Programme.Operations.Digital)

Position Overview

We are hiring a Service Analyst who will be responsible to provide comprehensive application support to users, handle technical issues and ensure the reliability and performance of our systems

In this role, the candidate is expected to manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, implement improvements to enhance system resiliency , investigate incidents across key technologies and application domains, bring a structured, analytical approach to diagnosing and resolving user-reported issues.

Role & Responsibilities

• Provide level 2 application support, liaise with level 1, level 3 and other support teams to resolve issues, defects and user queries within defined SLA
• Log and track incidents, service requests and change requests via ITSM tools
• Lead and coordinate with support teams for application maintenance activities such as monthly maintenance, application patching, security fixes, upgrades and hotfix deployments
• Prepare, update and maintain project documentation and work processes/SOPs
• Identify opportunities to automate manual processes and improve user experience
• Work with procurement team and vendors to procure software and services
• Provide 24/7 primary application maintenance and support.

Requirements

•  At least 5-7 years experience in IT industry, inclusive of minimum 2 years experience in IT application support and operations
• Experience supporting mobile applications, web-based applications and complex integrated applications
• Good understanding of IT technologies, methodologies and processes including SDLC and Agile
• Strong problem-solving skills, analytical skills and ability to work independently
• Excellent communication and interpersonal skills
• Good track record in managing business users and working with technical support teams
• Experience in healthcare industry is an added advantage
• Degree/Diploma in Information Technology, Computer Science or equivalent.

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