IT Support Analyst III

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Ces témoins n’enregistrent pas de renseignements personnels permettant l’identification.* Support applications and systems by meeting or exceeding standards and service levels while minimizing operational risk.* Promptly schedule packaging and new applications releases, engage partners. plan parallel work streams when possible.* Partner closely with key stakeholders to improve production environment stability.* Provide effective, day-to-day applications and systems support : identify, assess, recommend, escalate, resolve, report, document, communicate.* Provide quality service and solutions consistent with objectives and client requirements.* Effectively handle incident management for outages.* Ensure timely notification and escalation of possible issues / problems, options and recommendations for prompt resolution.* Dive into design, review, and integration of all application requirements like functional, security, integration, performance, quality, and operations.* Identify, address application / data issues, cross-capability and cross-release issues that affect application integrity.* Provide expertise to other functional areas (technology, trends and processes).* Join projects aimed at evolving the base infrastructure, deploying new technologies, or optimizing the operational environment.* Deploy base infrastructure components for all environments.* May be involved in application deployment (“off the shelf” or in-house) and procurement.* Follow change management procedures. ensure proper testing, sign-off, monitoring.* Monitor system life cycles, ensure specifications and functionality support business. objectives and architecture decisions.* Use meaningful metrics to monitor environment's performance.* Participate in disaster recovery planning (Define, Review, Test).* Become a "big believer" in change management discipline.* Adhere to existing processes and standards, business technology architecture, risk and production capacity guidelines. plan, monitor and escalate issues as required.* Share ideas to enhance revenue, customer experience, reduce costs.* Get involved in business cases, RFI / RFP and service-level agreements.* Provide afternoon and evening coverage.* Warm transfer any active incidents to the Singapore team when they are online.* Undergraduate Degree or Technical Certificate.* 2-3 years relevant experience.* Continuously enhancing knowledge / expertise in business services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development / delivery.* Keep current with industry and / or business trends.* Comfort level working with vendors.* Readiness to support installation, configuration, upgrade of business applications / systems in co-ordination with appropriate stakeholders, if required.* Ability to work on low to moderately complex tasks under management guidance and supervision.* Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate* Service applications / systems and provide a level of application / systems / operational availability that meets or exceeds established standards / service levels, while minimizing operational risk* Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams* Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications / systems, ensuring availability targets are met* Provide effective day-to-day support for applications / systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction* Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible* Ensure timely notification and escalation of possible issues / problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met* Deliver effective and defect-free support (application, software and / or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation* Interact with clients to provide quality service / solutions consistent with objectives and client requirements* Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations* Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity* Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area* Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business* May develop a working relationship with 3rd party vendors as required to fulfill support requirements* Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria* Develop understanding of technical aspects of project / break-fix development related to the application and provide advice / guidance to Developers and Solution Designers* Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance* Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues* Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages* Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications / system* Monitor system lifecycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required* May monitor the performance of the environment by using meaningful metrics* Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing* Assess and analyze optimization opportunities to the operational environment to improve performance and / or resource utilization* Ensure effective change management discipline is use* Adhere to existing processes / standards, business technology architecture, risk and production capacity guidelines;

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