UBS Weehawken , NJ 07086
A technically strong application support analyst who is passionate about delivering high quality application support to stakeholders.
Take part in Major Incident Management, Problem Management and Request Management
utilize their IT and business skills to interact with internal clients
uphold high standards for timely issue resolution
contribute expertise to the management of existing and new IT products and services
optimise service issues and gaps and implement service quality improvements
optimise operational procedures to improve efficiency, reduce time to restore and minimize costs
perform the full spectrum of production support responsibilities, based on the ITIL Framework: Incident and Problem Management, Release Management, Risk Management
Incident Management: Ability to assess the impact and urgency, diagnose the application issues using logs, coordinate with relevant teams to resolve the incidents, keep the stake holders updated with the progress.
Problem Management: Ability to deep-dive into the recurring issues and find the root cause by analysing the log files, symptoms, timing, etc. Ability to articulate and influence the development team, infrastructure team and others to provide a solution to fix the root cause and prevent the recurrence of issues.
Change Management: Well versed with ITIL processes , procedures and ability to act as a strong gate keeper to the production environment. We expect the person to be able to assess the changes from all dimensions impact, risk, performance and help to implement the changes in a controlled manner
Business Continuity Management: Understand the purpose of BCM, participate in BCM tests, experience in handling real time fail over activities.
Automation and efficiency Improvement : A person who is passionate about tools ( SPLUNK, APPDYNAMIC, etc.), technologies and processes and can adopt them in the working environment to increase the efficiency and effectiveness