Senior Application Analyst

General information:

The Senior Application Analyst is responsible for ensuring the availability and functionality of Hitachi Energy Applications for Clients, Global Account Teams, and Support Teams. This role focuses on ongoing support and maintenance of application resources, maintaining customer service for Application-related Incidents and Service Requests.

Your responsibilities:

• You will maintain the availability and functionality of Hitachi Energy Applications within agreed Service Level Agreements (SLAs) and create ad hoc formal reports for both internal and external audiences to provide insights into application performance.
• You will act as a crucial technical contact for clients and manage contractual SLAs, ensuring strong client relationships and service level adherence and address complex application issues by conducting thorough root cause analysis and developing effective solutions.
• You will involve in Own Incidents and Service Requests within your purview, managing them from initiation to resolution, Offer Level 2 and Level 3 support for Applications, handling complex technical issues, be the go-to point for resolving significant application problems, ensuring minimal disruption. and conduct fault analysis and debugging to resolve complex issues.
• You continuously monitor applications, optimize databases, and fine-tune performance, strictly follow change management control procedures and gain approval before making changes.
• You will provide mentorship and training to junior team members for skill development and identify root causes of Incidents and proactively implement solutions for improvement.
• You will adapt Cloud Services to meet client-specific requirements as part of the Transition team.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

• A degree in Information Technology, Business, or Commerce, with a focus on Application Architecture or IT Systems, or equivalent industry experience.
• Possession of ITIL Certification at the Foundation level.
• Minimum 5 years of experience in supporting specialist mining applications in large enterprises.
• Exceptional proficiency in Windows or Unix system administration and strong knowledge of Database fundamentals.
• Proficiency in Enterprise Application and Distributed Applications Architecture. Ability to work with formal support documentation, including user requirements, technical specifications, and user guides.
• Ability to analyze log or error code to identify type of issue and provide resolution to the customer. Skilled in statistical analysis and problem-solving and extensive experience with batch performance tuning, bug fixing, and code improvement.
• Profound understanding of ITIL framework and mature change management processes, commitment to ITIL quality management principles.
• Proven track record in information technology service delivery, fundamental grasp of IT architecture, covering infrastructure and applications and results-driven orientation and dedication to delivering excellent customer service.
• Deep knowledge and expertise in programming and scripting languages, primarily in Groovy Scripting, Jasper reports, Smart Excel and SQL scripting. Other programming and scripting languages including COBOL, Java, RDL, Shell scripting, VBA-style scripting, and Smart Excel.
• Proficiency in understanding and explaining technical issues to non-technical staff. Effective multitasking skills, capable of managing multiple priorities and projects.
• Skill in planning activities and meeting deadlines and ability to work efficiently under time-critical situations.
• Excellent written and oral communication abilities.