Application Analyst

Role Overview: You will be responsible for providing support services to end users through various channels, troubleshooting and remediating issues impacting the technology infrastructure, and ensuring continuity of business by installing, configuring, and monitoring computer systems and networks for clients. Key Responsibilities: - Drive the technical support team to provide proper and prompt customer support, monitor servers and systems, take ownership of reported issues, respond to inquiries, and ensure problems are recorded and tracked throughout the entire process. - Maintain positive working relationships with stakeholders, business users, suppliers, vendors, and other technical teams to improve products and services provided to clients and resolve any maintenance-related issues. - Provide technical and non-technical support to clients, conduct analysis, diagnosis, and troubleshooting of systems, network hardware, software faults, and bugs, apply metrics to monitor performance, measure key project criteria, and identify resolutions to technical problems. - Assist in planning, evaluating, testing, and implementing new technology such as systems and platforms, participate in different projects as required, and contribute to the creation of a support knowledge base by developing and communicating IT support manuals, technical notes, and articles to clients. - Utilize different communication channels to support or guide end users on various inquiries and issues, ensure proper recording and closure of all claims, generate timely reports, install, configure, monitor, and maintain computer hardware, operating systems, applications, and networks, and support the rollout of new applications. - Establish and maintain a complete and accurate record of all IT assets, security integrity, and business continuity controls, respond positively to operational needs, monitor application IT performance, work on shifts based on team requirements, work as Primary and/or Secondary supports based on roster, and complete the resolution of tickets based on defined targets. - Perform any other additional duties as directed by the line manager. Qualifications: - Bachelor's Degree in Computer Engineering, Computer Science, or Information Technology. - ITIL Certification (not mandatory). - Fluent in English Language. Additional Company Details: This job may require occasional duty travel for training and implementation purposes. You should have a proven record in implementing and monitoring infrastructure projects, skills in carrying out bug fixes and applying patches, basic knowledge in Java, Unix, SQL, and Webservices, holistic IT knowledge in heterogeneous technology environments, and experience in managing operations and technology platforms both internally and externally hosted. Additionally, you should have proven skills in analyzing data, identifying pitfalls, and recommending solutions.,