Senior Analyst - Product Support

What you bring:

Knowledge / Experience

• Support 24x7 application in rotating shifts
• Ensure that application exceeds a 99.9% availability for the client, including proactively monitoring and preventative maintenance
• Reporting to the client on continuous monitoring of availability, attainment of SLAs, and Service Level Credits.
• Respond to incidents raised by the client and/or FIS relating to the Application environments and ensure that SLAs are met
• 5+ years of proven experience in supporting Java based application on Linux platform
• Has adequate knowledge of Linux operating system
• Experience with system tools (Jenkins, Nagios, Splunk).
• Understanding network topologies, common network protocols, and services (DNS, HTTP(S), SSH, FTP, SMTP, SNMP)
• Troubleshooting application, communication interfaces, and system errors as needed to guarantee application availability
• Experience with ticketing tool (such as SNOW) around change management
• Adhere to the policies, procedures and reporting for the SSB team

Skills

• Ability to analyze and resolve complex application related issues
• Excellent interpersonal and communication skills
• Ability to build, maintain strong client relationships.
• Excellent analytical skills for problem-solving
• Able to take the initiative and work independently or in a team
• Experience in documenting SOPs to support daily operations

Qualifications

• Bachelor's Degree in engineering (preferably Computer Science or Information Technology)

Competencies

• Fluent in English
• Attention to detail track record of authoring high quality documentation
• Organized approach manage and adapt priorities according to client and internal requirements
• Self-starter but team mindset - work autonomously and as part of a global team

Nice to have

• Knowledge around application security such as SSL, TLS
• ITIL V3/V4 training or certification