Application Support Analyst
Roles and Responsibilities:
- Maintain TransUnion global application systems or local country application systems to each countries of Asia Pacific
- Assist local IT/technical staff to deliver first level system application support for the local country business operations
- L2 Application Initial Diagnosis. Analyze and determine scope/category of the incoming issues, service requests or enhancement requests.
- L2 Investigation and Defect Fixing. Work on incident tickets, service requests, problem tickets or enhancement requests within agreed SLA and/or project delivery schedule, and in adherence to defined processes, protocols, best practices and coding standards.
- L2 Recovery and Restoration. Participate actively in identifying options for recovery and restoration, and implement the final recovery and restoration activities.
- L3 Escalation. When ticket needs L3 Application Support, escalate tickets to L3 with all relevant information; Ensure that L3 works on the escalated tickets in a timely manner, otherwise, escalate the situation promptly to PH Application Support Team Lead.
- Deployment to UAT and Production. Assess the impact of the change request in other customers in production and prepare release elements (e.g. Methods of Procedures/MOP, Change Request Form/CRF, Deployment Schedule, QA Signoff).
- Customer UAT Support. Provides back-end support to customers doing UAT. This may include conducting user training or system walkthrough.
- Problem Management. Work on the investigation to determine root cause of the issue, prepare the relevant documentation and implement the corrective/preventive measures as indicated in the Root Cause Analysis (RCA) report;
- Operational Support. Monitor and maintain application systems health performance to ensure stable system process in good shape with minimal business operations interruption; Perform operational tasks (either manually performed or through a scheduled job) required for each solution in production on a timely manner.
- Application Performance/Tuning. Implement enhancements on either the DecisionEdge platform or customer solution to improve overall customer experience, processing time of solutions and/or reduce termination of applications.
- Participate in the training and induction of new Associates into the Application Support team.
- Perform other related duties as assigned.
- Bachelor's Degree in Computer Science/Related engineering degree and equivalent work experience in a technical environment.
- Must have at least 2 to 4 years of experience in a similar role, preferably following the ITSM framework
- Must have a hands-on experience in supporting an application in a "Software as a Service" type of environment
- Must have at least 3 years of hands-on experience in web development, web services and programming using.NET, C#, ASPX, XML, SOAP, Rest, Java Script and SQL.
- Knowledgeable on any or some of these applications servers (IIS is Mandatory, Websphere, Jboss, Tomcat, Weblogic) and RDBMS (SQL server or Oracle)
- ITIL Knowledgeable; Certification is a Plus
- Good communication skills, both oral and written
- Experience in investigating simple to complex issues, and providing root cause analysis
- Ability to work on multiple tasks or working on multiple projects simultaneously and dealing with changing deadline, as required.
- Ability to work with multi-cultural work groups at different time zones
- Strong analytical and problem-solving skills leading to practical application
- Hands-on exposure on Windows platforms and knowledgeable on other platforms like Linux, Unix
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