Specialist - Business Analysis

Application Technical Support Analyst :

Responsibilities:

• Ensuring monitoring of Application Health and logs by automated scripts as well as by various monitoring tools. Reacting to alerts, creating tickets and resolving or triaging as appropriate.
• Respond to logged service requests, account administration, software installations and general application administration. (Service Request Management)
• Relationship management with key business stakeholders and point of escalation for your area.
• Execute IT projects for your area at both a corporate level & divisional application specific level.
• Resolve logged IT incidents in order to restore service as quickly as possible using application specific technical knowledge. Escalate tickets to other technical teams as required. (Incident Management)
• Job scheduling monitoring and resolution of issues.
• Compose technical knowledge base Wiki documents to be used within the team (Knowledge Management)
• Log and capture incidents from all sources into ticketing system (ServiceNow) ensuring correct categorization and prioritization of IT issues.
• Major incident management (Manage bridge calls, technical investigation & resolution, escalations & incident communications to business leaders)
• Deal with escalations in a timely manner to ensure issue is resolved to business partner’s expectations.
• Provide real-time server support & monitoring for the daily “Market on Close” process as well as participate on the associated conference call.

Basic requirements:

• Understanding of various networking protocols, TCP/IP, HTTP(S), SSL, WWW, JMS, FTP, Telnet, DNS, DHCP, VNC, RDP, NAT, SMTP
• Appreciation of infrastructure concepts related to distributed applications (Load balancers, Networking. Firewall, NAT, Virtual servers)
• Basic knowledge of SQL Query language
• Windows 10, Windows 11 & MacOS desktop OS and general application support.
• Understanding of supporting browser based applications and debugging (JRE, Chrome, IE, Firefox, HTML, HTML5, XML, Javascript)
• Exposure to industry standard ITSM tools to monitor and track Incidents, Problem, Change, Requests (ServiceNow strongly preferred)
• Familiar with performing system & application health checks
• Basic Knowledge of troubleshooting & supporting applications running on Linux & Windows server OS applications (view processes, search logs etc)
• Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins) & Sharepoint
• Experience providing application support to end users both in person, remotely, via IM, phone and email.

Preferred (Highly beneficial):

• Familiar with configuring application alerts and monitoring on best inbreed systems (any of Nagios / Naemon / Centreon, Dotcom, Splunk, AppDynamics, Sumologic preferred)
• Experience troubleshooting using tools such as Putty, RDP, SSH, WinSCP, MySql Query Browser, Oracle SQL Developer
• Experiencing using AWS cloud console and associated AWS cloud services (any AWS qualifications preferred)
• Good understanding of ITIL methodology (ITIL certifications foundation or above preferred) with proven operational experience in previous roles

Preferred (Beneficial):

• Webservers Windows IIS & Linux apache, Tomcat and Weblogic (preferred)
• Any exposure to supporting API’s (REST, SOAP, JSON-RPC, XML-RPC, Kong API Gateway)
• Any knowledge of scripting languages (JScript and JavaScript DOS, VBScript, Pearl, Python, Powershell or shell script)
• Any experience supporting batch jobs (Autosys)

Disclaimer :L&T Infotech has an accommodation process in place and provides accommodations for applicants with disabilities. If you require a specific accommodation because of a disability or a medical need during our recruitment processes, please let us know so that arrangements can be made for the appropriate accommodations to be in place.