Senior Application Support Analyst (L2 and L3 support) - Staines

13 Nov 2017
16 Nov 2017
Contract Type
Full Time
Job Summary

Support the lead / team for management of one or more application portfolios in Smart Metering space with the objective of timely restoration of services and fulfilment of business requests thereby meeting service level commitments and continuous service improvement

Key Responsibilities

Stakeholder Management: Responsible for liaising between teams across locations and applications, vendors and Customer

Customer Relationship Management: Report performance metrics on a periodic basis to the customer stakeholders, Engage with Customer and drive status report meetings, jointly work with the customer to prioritize improvement opportunities, Identify and assess service improvement opportunities

Service Management: Participate and provide inputs for release planning, Act as the point of contact for the application, Support Service Management / process related activities performed with relevant delivery data - Responsible for end to end services for the application cluster / portfolio being managed - Coordinate with onsite and offshore teams as necessary during service delivery, including daily connect calls

Service Tracking: Ensure adherence to contractual requirements including client security and compliance needs - Follow up with internal and external stakeholders (Customer and Vendor liaison) to progress tickets to resolution - Ensure adherence to defined processes (like creating problem records, performing timely RCA's, creating knowledge articles, maintaining application documentation etc.) - Prepare performance dash boards & management reports - Ensure schedule adherence for release requests and notify stakeholders in case of deviations

Service Execution: Conduct periodic data analysis, perform RCA for any targets missed and customer escalations; Report the findings to the Service Owner; Implement all Corrective and Preventive actions - Deploy process as defined in the process handbook - Prepare release notes and ensure application documents are updated to reflect the changes made.

Knowledge Management: Ensure complete KT to new members on the team. Participate in training sessions conducted by project for new releases.

Audit: Participate and provide inputs for all audits. Adhere to governance for day to day activities

Service Improvements: Perform periodical trend analysis of the tickets, identify the improvement areas that will stabilise the Service and also provide value adds to the Service. This includes automation and performing minor enhancements.

ITSM Process adherence: Follow the various Service Management process such as Problem Management, Capacity management etc and constantly work towards protecting and improving the Service.

Be flexible to get cross trained in new technologies or applications so the functional/technical expertise is leveraged between the team. Be flexible to work extended hours as required based on the demand and requirements.

Prior experience in provision of production Support and engagement with vendors and teams working remotely. Experience in managing communications during the war rooms and priority incidents

Be flexible to work on any additional activity as driven by the Business requirements that might have not been covered above.

Job Requirements

Essential Skills:

  • Linux + shell scripting - Need understanding of Linux commands and knowledge of Linux shell scripting
  • Oracle, PL SQL - Should possess excellent expertise over (Oracle objects) SQL query, Table, package, procedure, functions etc including the ability to write performant queries
  • Good exposure to Oracle 11g and above versions
  • Excellent expertise over Oracle Forms
  • Delphi,
  • Salesforce, Apex
  • ·ITIL process knowledge
  • Working knowledge on ticketing tools such as ServiceNow, Openview, Remedy
Nice to Have Skills

  • Java understanding of Core Java and J2ee web architecture, Should have knowledge about logs, exceptions, war file etc.
  • Performance tuning / Information security
  • .Net technology

  • Preferably in Computer engineering
About Cognizant

Cognizant (NASDAQ-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 230 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us @Cognizant.

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