Application Support Analyst

Denver, CO, United States
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Role Title:         

Technology Operations Support Analyst

Role Overview:

To provide high quality operational and technical application and Middleware/OS support to Platts customers and internal business functions.  Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents, together with working on small-scale BAU projects and initiatives.

Role Location:

Denver, Colorado

Key Role & Accountabilities:

  • Be a proactive member of the TechOps Support team, providing follow-the-sun application and middleware/OS support.
  • Be active in the resolution of Major Incidents and the Problem Management Process
  • Contribute to the planning and deployment of application/infrastructure releases and configuration changes as per the Release Management process
  • Examine potential areas for Continual Service Improvement and raise proposals with TechOps management
  • Provide technical support
  • Provide input to application/infrastructure scalability
  • Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
  • Collate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
  • Maintain application monitoring, performance tuning and testing
  • Provide 2nd line Application Support on complex internally and externally developed applications
  • Act as a technical resource for internal and external projects
  • Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management) as per industry standard ITIL processes
  • Maintain good working relationships with team members, internal departments as well as 3rd party vendors

Knowledge and Key Skills:

Personal Qualities

  • Strong customer service and support focus with a desire to deliver a high quality service
  • Self-motivated and highly professional with ability to take responsibility and ownership of issues through to resolution
  • Ability to multi-task, work under pressure and to tight deadlines
  • A desire to learn and improve skills and knowledge
  • Fast learner, energetic and enthusiastic
  • Adaptable and flexible to business demands
  • Strong organizational and planning skills
  • Positive ‘can-do’ attitude
  • Team player

Functional Skills and Experiences

  • Experience in a hands-on application support role
  • Extensive problem solving and debugging skills
  • Ability to independently apply production upgrades and support the products and technologies
  • Experience in providing services to agreed SLA’s and OLA’s
  • Experienced in Problem and Incident Management
  • Experience with working in an ITIL environment
  • Excellent interpersonal and communication skills
  • Flexible in working outside of core business hours at short-notice

Technical Skills and Experiences

  • Experienced in RHELinux Server Administration
  • Experience with supporting multi-tier infrastructures
  • Experience with supporting Java applications and an understanding of web technology
  • Experience with Cloud Based services (ideally AWS)
  • Familiarity with server/application monitoring tools (Nagios/DataDog/AppDynamics)
  • Experience with Automation Engineering tools (Ansible/Puppet) an advantage
  • Knowledge of code repositories (e.g. SVN)and bug tracking software (e.g. Jira, VersionOne)
  • ITIL v3 Certification

Personal and Team Development 20%

  • Share / spread knowledge with global team members as well as internal non-technology teams (Client Services, Editorial Operations)
  • Pro-active in maintaining and increasing your own technical knowledge

Documentation 10%

  • Ensure incidents and problems are up-to-date
  • Ensure all technical and non-technical documentation is up-to-date
  • Contribute to management reports

Critical Success Factors

  • Achieving high levels of user satisfaction
  • Demonstration of ownership of problems
  • Measured contribution towards the reduction of aged problems
  • Measured contribution towards maintaining a level of expectations with customers internally/externally for services provided
  • System availability meets agreed SLA
  • Incidents and problems are resolved within OLA and SLA
  • Delivering projects within agreed timeframes
  • Comply with departmental procedures and policies
  • Reduced count of Incidents Raised by Known Errors

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