Senior Application Development Analyst

Key Skills:

Roles & Responsibilities:

• Act as the Analyst for day-to-day production operations for the Enterprise Gateway applications.
• Provide comprehensive consultation to business units and vendor services partners on issue analysis, incident management, and problem management.
• Collaborate with the operational readiness team to coordinate and implement projects into the production environment.
• Review baseline production changes across the Enterprise release calendar.
• Document Standard Operating Procedures (SOP) and certify SOPs created by team members.
• Maintain the Known Error repository in Confluence.
• Organize and maintain the Inventory of Operational Run Books, servers, IP addresses, URLs/DNS, databases, and firewall rules by environment.
• Conduct ticket analysis on issues presented to the team for supported applications.
• Work with strategic partners and IT areas to deliver high availability and resilient systems for business customers and clients.
• Respond 7X24 to alerts and participate in high-priority incident calls; identify root causes and participate in triage/restoration efforts.
• Engage in Application Problem Management, including resolution, communication, reporting, and ticket routing.
• Identify problems and drive resolution of incidents.
• Document daily resolutions, including outage summaries and operations status summaries.
• Participate in priority incident management crisis calls with IT and business partners on issues impacting productivity.
• Assist with problem and root cause analysis on key issues affecting service to customers.
• Ensure production support SLA metrics are met and change management processes are followed.
• Ensure applications are available per business SLAs, providing daily service status and operating reports.
• Partner in Post Implementation and Warranty project phases and participate in deferred defects discussions.
• Support various escalation processes for Incident Tickets, Service Request Issues, Root Cause Analysis, and Escalated Workarounds.
• Support an effective legal/regulatory compliance program across IT to prevent, detect, report, and remedy compliance gaps.
• Collaborate with other business areas and Infrastructure Operations.

Experience Required:

• 3-5 years of hands-on experience supporting and monitoring production applications in complex IT environments.
• Proven ability to manage high-priority incidents and participate in triage and restoration activities.
• Strong background in documenting SOPs, operational processes, and incident resolution practices.
• Familiarity with change management, SLA tracking, and compliance initiatives in production support.
• Experience with MongoDB, OpenShift environments, and working knowledge of monitoring tools like Splunk and scripting with Python.

Education: