Senior Application Support Specialist
1 month ago
At LMA, we are seeking a highly skilled and experienced Senior Application Support Analyst to join our team. As a key member of our support team, you will be responsible for providing exceptional technical support to our users, ensuring the stability and quality of our applications, and driving process improvements.
Key Responsibilities:- Leadership and Mentoring: Lead and mentor a team of support analysts, overseeing daily technical support operations while actively participating in team activities.
- Collaboration and Communication: Collaborate with counterparts in Paris to ensure exceptional support by organizing work, generating reports, handling escalations, and continuously improving efficiency through process optimization and automation.
- User Support: Respond to user requests and incidents promptly, prioritizing based on urgency, criticality, and context.
- Incident Management: Manage incident investigations, third-party/vendor communications, and push for resolutions, including identifying workarounds.
- Communication and Stakeholder Management: Ensure effective communication with users, senior management, and IT stakeholders during incident management.
- Daily Support Tasks: Perform daily support tasks, conduct sanity checks (morning and evening), and handle on-call duties.
- Change Requests and INTPRODs: Contribute to change requests, urgent data modifications, and INTPRODs executions.
- Escalation and Problem Management: Escalate issues when necessary, but maintain primary user contact. Identify root causes of incidents and prioritize remediation actions (Problem Management).
- Major Incident Reports and Post-Mortems: Contribute to major incident reports and post-mortems when required.
- Feature Development and Automation: Advocate for feature development, bug fixes, or automation in case of recurring requests/incidents.
- Documentation and Knowledge Management: Keep support documentation updated.
- IT Run with Stakeholders: Serve as the preferred communication channel for IT Run with all stakeholders.
- Major Events and Transformation: Contribute to major events (BCP, Disaster Recovery, Production Interventions) by coordinating with other support engineers, users.
- Complementary Tasks: Extend activities to complementary tasks like testing or business analysis if part of the squad.
- Experience: The candidate should have minimum 8 year's experience in application support, with exposure in Banking industry (is a plus).
- Solution-Oriented and Business-Focused: Solution oriented, business focused with a mindset to constantly improve production quality and stability.
- Technical Skills: Have basic technical skills e.g. SQL, Unix, Microservices, CI/CD tools etc.
- Leadership and Transformation: Experience in leading transformation/Implementation for Monitoring tools & Automation.
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