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Principal Applications Support Analyst

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Job Reference: G4S/MS/1526
Number of Positions: 1
Job Category: IT/Software Development
Contract Type: Full Time
Salary: Competitive
Location: Gurgaon, India
G4S Region: Asia and Middle East

G4S Business Unit:
Closing Date: August 19, 2013
Package Description: Competitive

Job Introduction:

His/her main role is to provide excellent customer focused service -  encompassing application availability, patching, performance tuning, 2nd level support (24x7) and release management.

The Principal Applications Support Analyst will provide a highly effective, proactive and responsive applications support service to customers globally, ensuring that the applications/systems operate efficiently, reliably and to agreed SLA’s and KPI’s.

Role Responsibility:

  • Maintains application support processes, and ensures that all requests for support are dealt with according to agreed procedures.
  • Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements
  • Support will involve close collaboration with the  development teams and/or with colleagues specialising in different areas, such as Database administration or Network support.
  • Uses application management software and tools to investigate issues, collect performance statistics and create reports.
  • Owns, manages and resolves incidents/faults logged against applications/systems supported by the Applications Support team to agreed SLA’s and KPI’s.
  • Analyses problems and incidents, ensuring completeness of root cause for major/critical incidents, and where possible identifies, resolves or provides workarounds, suggestions and improvements to mitigate future incidents. Ensures full documentation has been developed and change management followed.
  • Liaises with third party suppliers and contractors as required to maintain levels of support/service; upgrades and integrates new requirements in partnerships with colleagues.
  • Ensures applications/software environments are fully maintained with appropriately supported revisions, fixes, updates, patches and/or service packs in line with corporate system maintenance policies. Prior to installation ensures full testing, sign off and change management approval has been obtained prior to release into production environment.
  • Coordinates/implements the installation, testing and release of vendor-supplied software upgrades and revisions.
  • Leads or assists in the resolution of software problems by designing and implementing appropriate fixes and enhancements in conjunction with the Systems Development team.
  • Designs and leads  business continuity and system resolution/recovery activities.
  • Recommends and assists with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Applications Support team.
  • Manages the fulfilment of requests for application access, ensuring full compliance to agreed SLA’s, security policies and procedures.
  • Develops and maintains standard support procedures and other documentation as required to ensure the support, availability and continuity of services to agreed SLA’s and KPI’s.
  • Proactively monitors applications/systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring/maintenance procedures.
  • Carries out operational maintenance of applications/systems in line with agreed maintenance policies and SLA’s, ensuring any maintenance applied is fully supported.
  • Develops scripts (e.g., operating system shell scripts or SQL scripts) for diagnostic or system monitoring purposes.
  • Prepares management information to input into management reporting in respect to service levels and support activities (e.g. dashboards, rag status, SLA’s, KPI’s. risks/issues).
  • Maintains, and identifies opportunities to improve, application and software support methods, standards, KPI’s and SLA’s across all supported applications and software.
  • Provides assistance to the Systems Development team and QA team with testing and deployment of application/software changes/releases through the formal change management processes.
  • Leads or participates in the process of integrating and releasing new application/software functionality into the production environment, ensuring all service acceptance and operational deliverables have been successfully developed and agreed prior to handover.
  • Builds and maintain effective working relationships within the team and externally (with suppliers, partners and vendors).

The Ideal Candidate:

  • 8+ years hands on experience supporting applications built in .net and SQL.
  • 5+ years of hands on experience on all or some of the following; SQL Server administration & maintenance, Asp.Net, Ajax, jQuery, XML and WCF / Web services
  • Experience of working on SSRS and SSIS
  • Experience of working in Visual Studio 2010 / 12 Ultimate and TFS
  • Experience of supporting mission critical applications web applications with high business transactions and large volume of users.
  • Experience in performance tuning of web applications and database tuning.
  • 1+ Experience of supporting applications running in Microsoft Azure or any cloud platform
  • 3+ years strong background in service delivery and/or service desk management with a proven track record of delivering a first class customer focused support service
  • Experience of supporting an application providing service to an international user community and across multiple time zones
  • A certificate in ITIL intermediate level as a minimum
  • Experience in Capacity and Availability Management, Service Level Management, Continuity Management.
  • A good working knowledge of formal change and release management processes, with experience of version management and change control software
  • Excellent troubleshooting and problem solving skills.
  • Outstanding ability to effectively communicate, both verbally and in writing, across all levels of management.
  • Strong customer focus – meeting and exceeding expectations, resolving issues and developing solutions to meet customer needs
  • Self-driven with a “making a difference” attitude
  • A proven ability to plan, organise, prioritise, manage and track numerous concurrent activities to successful outcomes

For G4S candidates, as a matter of courtesy, please advise your immediate manager of your application.

28.5046157 77.0332729

Please Note: The application deadline for this job has now passed.


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