IT Application Support Analyst

The role is focused on managing and resolving complex technical issues for catastrophe modelling software and analytics tools. Key responsibilities include SQL Server and Windows Server administration, software installation, maintenance, and global infrastructure support across the US, UK, and India. It requires proactive collaboration with business units, IT teams, and vendors to optimize system efficiency and reliability. A strong focus is placed on incident resolution, root cause analysis (RCA), change management, and strict adherence to ITIL processes to ensure seamless service delivery and user satisfaction.

Key Responsibilities

• Resolve complex technical issues for catastrophe modeling software and analytics toolsets, ensuring high availability and performance.
• Manage tickets using a call tracking system and ITIL processes, including direct end-user communication, root cause analysis, and resolution.
• Collaborate with internal IT teams and third-party vendors to troubleshoot and resolve underlying problems effectively.
• Perform software installation, maintenance, and updates on multiple instances across hardware environments
• Conduct SQL Server and Windows Server administrative activities, including database monitoring, file management, and optimization. MS SQL Server database tasks such as monitoring, shrinking, attaching, detaching and moving of files.
• Install software products, execute testing, report bugs, and apply patches and service packs to maintain application stability.

Provide global infrastructure support across the US, UK, and India.

Proactive duties

• Work closely with business units, IT departments, and vendors to enhance system efficiency and drive continuous improvements.
• Build and maintain strong relationships with business and IT stakeholders
• Share user feedback for process improvements and identify opportunities to optimize support and infrastructure monitoring.

Documentation

• Ensure incident and problem records are up-to-date accurately and in a timely manner

Contribute to the support knowledge base by creating and updating solution documents.

Key Outputs include:

• Measurable reduction in incidents through root cause analysis, problem management, and error resolution.
• Adherence to Change Management and ITIL best practices.
• High levels of user satisfaction and consistent service delivery within SLA and OLA agreements.
• Compliance with established procedures and policies.
• Generation of meaningful, actionable reports on service quality.
• Conducting post-incident reviews, root cause analysis, and implementing corrective action plans.