Application Support Specialist
The role :
The Applications Support Analyst, under the supervision of the Director of Support Services is responsible for application production support and problem determination with our external clients.
The Application Support Analyst will provide incident support, escalation and drive problem resolution, support root cause analysis and provide tactical and strategic solutions.
Their day to day functions will be working with a high volume of customer requests and tickets, multi-task and escalate tickets to the appropriate staff member, and will serve as primary support liaison between Pivotree and the customer in daily operations.
They will be a customer centric technical support professional, and enjoy working with customers and their team to ensure customers are getting the best results.
The successful candidate will be responsible for :
Providing customer technical and application support for core business applications;
Administer Application Tier, Middle Tier and web based applications to achieve availability defined in the SLA, escalating incidents when appropriate
Exercising a good understanding of business processes and application usage to meet operational goals;
Participating in release management activities and transition to operational support;
Maintaining consistent communication with business stakeholders through the incident and problem resolution processes;
Understand Key Performance Indicators, Service Level Agreement Metrics and report outcomes to management
Perform maintenance, and support tasks including system monitoring, patching and upgrading
Diffuse client problems through effective listening skills, positive action, information gathering and / or ticket escalation
Providing 24x7 (on call) support on a rotational basis.
Bachelor’s degree computer science or a related field of study
5+ years' experience in application support, supporting physical and logical Linux environments, analyzing functional specifications, designing, documenting and developing technical specifications
Previous programming experience, administrating and supporting infrastructures in large-scale environments
Excellent customer service and communication skills, including a patient courteous manner and a clear voice.
Have an understanding, working knowledge, and troubleshooting experience with J2EE based Web applications (Apache / JBoss / Database)
Excellent proven experience in IT operations
Strong proven experience in formal incident and problem management
Ability to work independently as a self-starter, and within a team environment.
Can-do attitude, strong time-management skills and ability to work quickly under pressure.
A demonstrated ability to quickly change focus in reaction to high-priority issues.
Ability to work with Application Development, Business Analysts, Quality Assurance and associated Technology / Operations Teams to understand all application layer functions and related downstream
Extensive database knowledge ( Oracle and / or MS SQL)
Ownership of issues through resolution
Working knowledge of network infrastructure (DMZ, WAN / LAN, ODBC, etc) is desired.
Previous experience with version control tools (GIT) is an asset
Experience with log files analysis, especially for J2EE environment
Experience with JVM monitoring and performance tuning
Browser Developer tools experience (Chrome tools, Firebug etc)
Knowledge of scripting languages and technologies, e.g. Bash. QA scripting framework like Selenium is an asset, so is scripting language like Perl.
Experience with programming ( XML, HTML, Java, Bash, JSP, JS and CSS)
Load testing exposure (designing, performing, evaluating load tests)
Experience with security tools, specifically in Web area
Experience with IT Risk projects
Experience with operations capability projects
Good understanding of OS and Infrastructure / Network layer
ITIL Foundation and knowledge of IT Service Strategy, Design, Operations and Improvement
Experience in COTS custom development, and supporting physical and logical databases, analyzing functional specifications, designing, documenting and developing technical specifications
Production-level experience in designing, programming, testing, debugging and optimizing data manipulation procedures