Applications Support Manager
A Level 2 Apps Support Sr. Analyst, must use good understanding of apps support procedures and concepts and knowledge of other technical areas to resolve technical issues, maintain and enhance existing applications and their operating environments.
Provides evaluative judgment based on analysis of factual information. Formulates and defines scope and objectives for application enhancements and problem resolution through in-
depth analysis and evaluation of applicable processes, systems and industry standards.
Reviews and develops application contingency planning to ensure availability to users. Engages in post implementation analysis to ensure successful system design and functionality
Partner with appropriate development and production support areas. Applies good understanding of how the team interacts with others in accomplishing the objectives of the area.
Assesses the applicability of previous or similar experiences and evaluates options under circumstances not covered by procedures.
Has limited but direct impact on the business through quality of activities provided.
Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information. Exchanges ideas and information in a concise and logical manner.
More details day to day tasks :
Ownership of each incident attended until resolved.
Follow Citi's internal Problem and Incident Management (ITIL)
Escalate to seniors when a possible Major Incident is about to happen or already started.
Correctly document and close each incident, Problem or any other task attended ensuring the accomplishment of the SLA.
Total technical independency once trained in the applications that will be supported by him.
Independent to find technical solutions and improvements to applications and its technical Production and Contingency environments.
Independent to engage different teams across the region or globally in order to get incident resolved.
Ensure the accomplishment of Minimum Operational Standards requirements.
HIGH sense of critically toward incidents and the impact to our customers.
Available for shifts two weeks a month for out of business hour issues and / or scheduled activities.
Being able to identify application problems that needs to be escalated with L3 Support (DEV Changes to solve the issue).
Keep track and work with third party changes affecting our application (or discard the impact of it).
Skills (Must have) :
BASIC or COBOL. Experience as developer and / or code analysis for complex applications.
IBM MQ Series knowledge desirable.
UNIX scripting and environment knowledge
English medium or advanced level (written and spoken). The person is expected to be fully independent on troubleshooting calls.
Ability to work under pressure.
Incident and Problem Management (ITIL)
Demonstrated strong execution capabilities.