Application Support Analyst
The Application Support Analyst (Search and interface) role is to support customers with their technical enquiries. Working with the Level 1 team in India who triage the incidents, we look to resolve customer’s issues as quickly as possible whilst ensuring that our customers experience the minimum of impact.
Working with our numerous Agile Teams, you will be able to understand new developments and provide guidance on possible issues that may arise as well passing on suitable information to the rest of the team.
Ideally we don’t want issues occurring in the first place, and a large part of the role would be to come up with new ideas and solutions to prevent a problem happening.
Your responsibilities will include:
Support·Diagnosing and fixing issues on the Ecommerce Environment.·Monitor the application performance of the systems.·Identify possible causes of breakdowns.·Build Monitoring dashboards and alerts in our Monitoring tool so that we can get early warnings of issues.
Documentation·Building up our Knowledge base of the applications.·Working with our Level 1 Team to provide handovers and documentation.·Build up plans for application patching.
Working Together·Share the knowledge·Proactively ask for help or advice·Proactively contribute to team meetings and team initiatives ·Work with our colleagues and customer to understand and develop a world class support service.
Your personality will demonstrate:
Customer Focus: you will be customer focussed at all times, because our customers are at the heart of everything we do.
Enthusiasm: you will be full of energy with a can-do attitude.
Proactivity: you will be eager to work autonomously, take initiative, embrace challenge, proactively seeking new opportunities and innovation.
Curiosity: you will be passionate about all things digital, you will have the passion to stay up-to date with the new technologies.
Drive for results: goal oriented, always want to deliver best in class, happily take new challenges and constantly seek new solution to reach business and personal objectives.
Playing well with others: we work together towards our global vision. You need to be a team player who can gain trust and find common ground to solve problems. You are keen to share your knowledge and experience with your peers and local teams.
You will have:·Java Experience, ideally having used Spring / Seam Frameworks running on Tomcat / JBoss and able to demonstrate debugging of applications using Eclipse.·Knowledge of Linux / Unix·Knowledge of Oracle SQL and PL/SQL·Knowledge of Search Engine Technologies. We use Endeca, but experience SOLR or Lucene would be ok.·Strong analytical skills·Excellent communication skills·Previous experience of working in a Support Environment or knowledge of ITIL.
This job was originally posted as www.cwjobs.co.uk/job/77600677