L2 Application Support Analyst

L2 Application Support Analyst

8-11 years
Not Specified

Job Description

The role of the Level 2 Support Lead acts as a central point of contact with clear responsibility for both enforcing adherence to the Service Level Agreement (SLA) and providing management reporting. The role is to manage a Support team
Key Responsibilities *
  • The Level 2 Support Lead will oversee the execution of Level 2 scheduled and unscheduled tasks and job monitoring.
  • Perform troubleshooting, break/ fix, configuration issues and software installations that are more complex and requires a level of expertise or those that are unable to be resolved by the Senior Managers.
  • Lead product support teams for Level 2 Incident Management for break fix, patch implementation, normal/ expedite / emergency changes.
  • Oversees and troubleshoot problems raised by the Business Units including problems such as statements not received, report errors, certain system functions are not working and system access issues.
  • Responsible to route to vendor via HPQC for vendor managed issues.
  • Evaluates, defines and performs incident resolution for incidents that does not require deployment support from developers.
  • Routes resolved incidents to testers/users for testing.
  • Ensure that the analysis of application failures / problems are carried out and provide resolution to mitigate/ address them.
  • Ensure team members provide proactive support for any Level 2 reported problems.
  • Ensure that unit escalation of issues to Level 3 support by his/her teams are done in a timely manner.
  • Oversee and monitor incident ticketing queues, acknowledge tickets and assign incidents to analysts for resolution per Service Level Agreement (SLA).
  • Lead team to improve overall support activities.
  • Report incident resolution progress to impacted stakeholders per Service Level Agreement (SLA).
  • Oversee overall batch maintenance performed and batch failure are supported by the team.

(Basic Degree/Diploma etc)
Any recognized degree or its equivalent
Professional Qualification and/or Regulatory, Licensing requirements
Relevant Work Experience
  • Total of over 8 years experience in IT Support with minimum of 4 years experience as Incident Analyst for Banking Product, preferably with experience loan / collection system
  • Managing/coordinating with Service Desk, L1/L2/L3 support and vendors (both internal and external)
  • Disaster Recovery and Business Continuity management

Required Competencies and Skills *
(Essential to succeed in this job)
Technical/Functional skills
  • Experienced in Open source platform component such as Oracle Web Tier, Apache, JBoss, Weblogic
  • Experience in Windows Server, Unix, and Linux OS environment.
  • Experience in MSSQL and Oracle database.
  • Strong technical background in IT infrastructure, networking, software development, security.
  • Microsoft Office (Microsoft Excel, Microsoft PowerPoint, Microsoft Word).
  • Knowledge in Contact Center/ Fraud Management/ Risk Management related business and technology
  • Experienced with ticketing tools for Incident management, KEDB, Change management tools such as HP-ITSM, JIRA, Pregine, BMC tools (Remedy/Patrol), etc

Personal skills (Soft Competencies [Core/Leadership])
  • Good leadership skill, organizational ability and time management
  • Highly result oriented and can work independently.
  • Good analytical, technical, written and communication skills.
  • Display drive to complete the assignment.
  • Good analytical, technical, written and communication skills.
  • Ability to work in the team.
  • Must have had application support experience.
  • Must have strong business facing skills in a highly pressured environment.
  • Must have good team skills and collaborative approach to problem solving.
  • Ability to plan and prioritise work/projects in the team.
  • Ability to build relationships and interact effectively with internal and external parties.

Job Details


Job Source : cimbcareers.taleo.net

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