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C2-Senior Systems Support Analyst
Pearson
Rotherham, , United Kingdom
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Description
Background:
An Application Support Specialist is required to join the Application Support Team within the IT Operations and Governance Division, maintaining, managing and deploying new and existing solutions and systems.
Role:
The Application Support Specialist will be part of the Service Delivery Department who are responsible for ensuring that the IT systems used in production are correctly deployed, configured and supported. This key team will monitor the services and proactively recommend areas for improvement and action.
The Application Support Specialist role includes but is not limited to incident coordination, liaising with customers and other partners via phone, email or face to face, incident analysis and reporting, diagnosing the root cause, resolving incidents, deploying updates and new solutions, maintaining server stability. Database support is also a key part of the role for data queries, report extracts and updates.
The applications supported are a mix of bespoke and industry standard applications hosted on infrastructure located both locally and remotely which may require site visits for installation in addition to office based support.
This position is part of a team covering a 24/7/365 operation so working unsociable hours and being on call is required with overtime expected where necessary. The standard hours for the role are 37.5 a week though some overtime / on call is to be expected outside of business hours including weekends.
Key Accountabilities:
Ensure pro-active measures are taken with processes and procedures implemented and followed, to reduce the number of incidents and minimise the time to resolve.
Understand the business aspect of all applications enabling easy translation and quick resolution of incidents reported by users.
Maintain excellent levels of communication with internal and external clients regarding delivery of service.
Ensure the live environment is adequately updated, configured and supported
Ensure that all documentation is provided in a suitable format for the intended audience, and to provide clear and concise communications so it will be read and understood by all interested parties.
Report and record all defects and issues ensuring they are followed up and appropriately escalated where necessary.
Contribute to a Knowledge Base and update the Service Catalogue as applicable
Communicate and monitor appropriate metrics relating to Service Delivery.
Liaise with partners to ensure systems are robust, user friendly, stable and effective.
Contribute to performance improvements and tuning of databases.
Install new database applications and update existing databases.
Pro-actively monitor applications and databases for capacity and errors with rapid resolution of alerts.
Ensure security and data integrity is maintained and improved where possible while maintaining a high level of system availability
Automate routine administration tasks and implement alerting to provide advanced warning of major problems.
Support Test and Development Systems.
Generate and supply data extracts and reports where required.
Key Challenges:
Working in a high pressure environment where priorities often change and need to be addressed rapidly.
Supporting releases from an agile development team while maintaining production services.
Covering a 24/7/365 operation which requires working unsociable hours, on call and overtime where necessary.
Visiting different sites to support and install solutions.
Qualifications
Education, Qualifications & Training:
Essential:
1. Technically proficient with a strong IT background.
2. Microsoft SQL Server technical skills
Desirable:
1. ITIL v3.
2. Biztalk
3. JBOSS.
4. Powershell
5. SQL Server Reporting Services.
Experience:
Essential:
1. Experience in a previous Application Support Team or similar troubleshooting and resolving server and application related incidents.
2. A high level of Microsoft SQL Server knowledge and previous experience supporting databases in a production environment.
3. Extensive experience working with IIS, JBOSS and .NET.
4. Extensive experience with W2008 and above.
5. Experience with RedHat 6 and above.
6. Experience of automated application deployment methods.
7. Knowledge of Windows and Linux operating environments.
8. Previous exposure to Firewalls and BigIP.
1. Previous experience working with automated monitoring solutions.
2. Technically proficient with a strong IT background.
Desirable:
1. Previous experience supporting SQL for Microsoft Business Products such as BizTalk and SharePoint.
2. Previous experience working with XML.
Character:
The ideal candidate will demonstrate a positive and flexible attitude and remain calm under pressure.