Support Analyst

Introduction
Our client is focused on Customs. They bring proven, modern, flexible and cost effective Customs innovations to the borders of any country.
Description
Role:
The Support Analyst is the first point of contact as part of third line support and is 1 of 4 roles in the department that provide a 24/7/365 support service to our client’s customers.
The principal task is to receive production issues discovered by the customer in their production environment.
Once received the Support Analyst will analyse, reproduce, manage the resolution of the defect, verify the resolution and release the upgrade.

Responsibilities:
To analyze all issues raised from production and QA team by:
Remedy action request system (when on Standby).
Data held on DB2 databases by running queries.
Text log files located on IBM servers running AIX OS/WAS logs.
Discussions with business owners.

JIRA defect tracking system.
Knowing support software both tactical and strategic.
To raise valid defects adding all required information into JIRA Defects to the appropriate departments.
To provide developers and testers with all information they require in resolving the bugs.
To be able to reproduce issues before escalating to QA Team.
Define needed Support Tools for use to make support process better.
Responsible for ensuring a 24/7 support coverage for customers Production System.
Providing assistance and training to other members of the team.
Profile
Requirements:
Relevant tertiary qualification in Information Technology or Technical qualification.
Demonstrated ability to work with business process models (UML), at least 3 years.
Solid SQL and XML experience, at least 3 years.
Experience with scripting languages at least 2 years.
Proven ability to read system logs and software build scripts.
At least 3 years working knowledge of the Systems Development Life Cycle (SDLC).
Knowledge of Configuration Management.
Exposure to Enterprise Architect as modeling tool will be an advantage.
SSH Terminal commands and SQL queries.
Experience with XML and XSDs.
Development capability in a scripting language.
Business analysis qualification and experience.
Experience as a Support Analyst.
The ability be self-taught and drive continuous improvement.
Low level of training will be provided to the successful candidate.
The candidate is expected to provide a lot of their own training through research, investation, reading through documentation, testing and asking or setting up training sessions with colleagues.
We offer
Competitive Salary

Job ID:
1002190P


Apply Here http://bit.ly/2MrNkTu

Job id : , #70094, 2 views,

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