APPLICATION SUPPORT MANAGER

Job Description

• Responsible for monitoring and responding to open tickets submitted through an incident management system.
• Progress issues and provide relevant information for troubleshooting or for clarification
• Prioritize and handle service requests and incidents.
• Identify opportunities for process improvement and contribute to departmental initiatives.
• Managing code migration across environments to ensure continued and synchronized functionality.
• Establishing the root causes of application errors and escalating serious concerns to the development team.
• Keeping a record of configuration changes and scheduling application updates.
• Responsible for improving and documenting the technical processes around application support.
• Resolve system problems during non-business hours or backlogs by providing off-hours support as needed. 
•  Develop scripts works with team to automate repeatable manual tasks.                                                   

Qualification

• With at least four (4) years’ experience in Application Support - Analyst role.                                                                                                                     
• They must possess hands-on experience working in an applications production support/application development environment. They must also possess detailed knowledge of multiple systems, as well as an in-depth understanding of the functionality for these systems to troubleshoot and resolve application or infrastructure issues.                                                 
• Familiarity with implementation of DevOps, and Risk applications. Also, they may also require Production Support, implementation and system management experience.                                                                                                                                           
• Experience/working knowledge of ITIL compliant incident, problem and change service management. It is considered to be a plus to the application support analyst.                                                                                                                                                 
• They must possess excellent written and verbal communication skills for documentation and customer support duties, and must also be comfortable communicating complex concepts to others having diverse levels of seniority and technical competence.                                                                                      
• Ability to multi-task, effectively prioritize work, and adapt during pressured situations.