Senior IT Application Support Analyst Permanent NEW

Job Description:
Production Support

• Manages day-to-day incidents/service requests and problems in the IT environment
• Responsible for resolving incident/service request/problem tickets and coordinate incidents solving activities
• Ensuring all SLAs defined for Production Support are met
• Establish and build collaborative working relationship with business users, development team and IT partners
• Supports the IT Service Continuity Management activities relating to the relevant production applications
• Provides on-call support for the production environment

Monitoring and Escalation

• Ensures availability & reliability for the relevant production applications
• Ensures health checks, system connectivity, consistency and data integrity are performed as per schedule.
• Monitoring of production environment to ensure system availability.
• Provides timely escalation/update to management and prepare post mortem analysis
• Proactive reviews of the production batches and identify areas to improve system performances

Regulatory Responsibilities &/OR Risk Management

• Demonstration of appropriate values and behaviours including but not limited to standards on honesty and integrity, due care and diligence, fair dealing (treating customers fairly), management of conflicts of interest, competence and continuous development, adequate risk management, and compliance with applicable laws and regulations
• Follows service management requirements standards based on management direction
• To facilitate, support and furnish data for audit requirement within dateline
• Support DR/BCP activities in respective areas and ensure smooth and seamless completion of activity within regulatory guidelines

Management

• Identify and create daily work plans
• Define a weekly rotation roster
• Escalation management