BriefCase
BriefCase

Production Support Analyst Job in Art Technology And Software India Pvt Ltd

Production Support Analyst

Art Technology And Software India Pvt Ltd 4+ weeks ago
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Job Summary
  • Provide technical and application support to the 24x7 operation (on a rota basis) of the production environment ensuring that Service Delivery meets the required standard.
  • Deliver professional 2nd-3rd line application support for middleware and integration systems, performing in-depth root cause analysis or request fulfilment
  • Drive excellence in application monitoring, log mining and performance tuning.
  • Identify opportunities for more effective use of resource across the operations, 2nd Line and 3rd line support teams through co-operation, knowledge sharing, optimum allocation of tasks
  • Produce high quality support documentation and diagrams on collaborative platforms e.g. Wiki
  • Investigate and prioritise requests for support raised by business users.
  • Investigate root cause and impact of incidents and escalate to 3rd line support and management where appropriate.
  • Ensure all investigations and work undertaken is logged in a timely and comprehensive manner.
  • Monitor progress of requests for support and ensure users and other interested parties are kept informed.
  • Document and implement work rounds and revised procedures for both Application Support and Operations teams.
  • Complete regular tasks to ensure system availability and follow up exceptions accordingly.
  • Ensure correct procedures are followed and SLAs achieved when progressing tasks and that procedures and checklists are kept up to date.
  • Focus on completing work within agreed timescales and reducing any downtime and operational impact
  • Adhere to appropriate departmental and company procedures and policies: change control, security, auditing, release promotion, configuration management, incident management
  • Change Implementation
  • Participate in the planning and implementation of software and configuration changes to the live environment in accordance with release instructions, agreed service impacts and timescales.
  • Work alongside project teams (analysts, developers, testers and implementation managers) during software release.
  • Work with the operations team to ensure changes are implemented and handed over appropriately and ensure updates are made to operational procedures.
Experience Required :

Minimum 5 Years

Vacancy :

2 - 4 Hires

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