Application Support Analyst At Ikeja Electricity Distribution Company
RoleTitle: Application Support Analyst
Overview of Role: To provide high quality operational and technical application and systems support to IKEDC’s customers and internal business functions
Accountabilities Knowledge & Key Skills
Infrastructure Support 70%
Provide Tier 3 application support on complex internally and externally developed applications
Administer and maintain all production and internal environments
Application monitoring,performance tuning and testing
Maintain system stability and high availability
Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems
Manage problems from identification through to deployment
Applying database and operating system upgrades and updates
Deploy application releases and configuration changes
Develop implementation, backup and roll-back plans
Act as a technical resource for internal and external projects
Adhere to appropriate departmental and company procedures and policies(i.e. change control, security and auditing, release, configuration, problem and incident management)
Maintain good working relationships with internal departments as well as third-party vendors and hosting providers
Personal and Team Development 20%
Share/spread knowledge with team members as well as internal teams(client services,service desk,development)
Pro-active in maintaining and increasing the teams and your own technical knowledge
Identify training needs or requirements for yourself individually and for the team
Documentation 10%
Ensure incidents and problems are up-to-date
Ensure release and configuration request are up-to-date with appropriate and backup plans
Ensure all technical and non-technical documentation are up-to-date
Essential
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 owner ship and responsibility
Ability to multi-task,work under pressure and to tight deadlines
A desire to learn and improve skills and knowledge
Fastlearner, energetic and enthusiastic
Adaptable and flexible to business demands
Positive‘can-do’attitude
Team player
Functional Skills and Experiences
3+years’experience in an hands-on application support lead/manager 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
Excellent organizational, interpersonal and communication skills
Flexible in working out side of core business hours at short-notice
Technical Skills and Experiences
3+ years’ experience in administering Linux and Windows 2008 Server environments
Experience with supporting multi-tier infrastructures
3+ years’ experience in supporting and administering Microsoft SQL Server RDBMS
Experience in supporting Microsoft Windows Server 2008 Application and Web Servers
Desirable
Oracle Database Administration
Scripting(Perl, VBScript)
Technical degree/qualification
ITIL Problem Management Certification
Critical Success Factors Key Contacts
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 time frames
Compliance with departmental procedures and policies
Contact Purpose
Infrastructure Analysts
Knowledge sharing,troubleshooting issues,planning application releases and system changes,communicating resolutions and updates.
IKEDC Staff
All staff meetings,answering queries,troubleshooting and escalating issues,communicating resolutions and updates,technical resource on projects/implementations
IT Infrastructure Team Lead
Individual and team meetings.
Customers
Technical escalation point,troubleshooting issues,testing,communicating updates/progress
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