IT Operations Analyst – Application Support

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Job Description:

Job Summary:

The person hired for this position will be part of a team who’s objective and responsibility are providing maintenance and support for applications in the Digital Product Center of Excellence. The Application Support Operations Analyst will be responsible for providing comprehensive support to IT applications across multiple platforms and technology stacks. This role involves troubleshooting, maintaining, and optimizing applications to ensure seamless operations and exceptional user experience.

Primary Responsibilities include but are not limited to the following:

• Perform varied and complex duties and tasks that require independent judgment to implement, support and maintain Microsoft, Linux, AWS based applications
• Provide first and second-level support for IT applications, addressing and resolving incidents and service requests.
• Monitor application performance and availability, proactively identifying and resolving issues.
• Collaborate with development, infrastructure, and business teams to ensure applications meet business requirements and performance standards.
• Perform root cause analysis for recurring issues and implement corrective actions.
• Document and maintain application support procedures, knowledge base articles, and troubleshooting guides.
• Assist in the deployment, configuration, and upgrade of applications.
• Ensure compliance with IT policies, security standards, and regulatory requirements.
• Continuously improve support processes and contribute to the development of best practices.
• Provide assistance and consultation to other infrastructure and applications groups and work within cross-functional teams.
• Ensure 24/7 availability, optimized performance, backup, recovery, and security procedures adherence for applications.
• Provide maintenance and operational support for IT applications across various cloud platforms (e.g., AWS, Azure, Google Cloud).
• Monitor application performance and ensure high availability and reliability.
• Troubleshoot and resolve application issues, collaborating with development and infrastructure teams.
• Implement and manage ITIL processes, including incident, problem, and change management.
• Perform regular system updates, patches, and backups.
• Participate in on-call rotation for after-hours support.

Basic Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum of 5 years of experience in IT application support.
• Strong understanding of ITIL processes and best practices.
• Experience with cloud platforms such as AWS, Azure, and Google Cloud.
• Proficiency in troubleshooting and resolving application issues.
• Excellent communication and collaboration skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving abilities.

Preferred Skills:

• Experience with DevOps practices and tools.
• Knowledge of scripting languages (e.g., Python, PowerShell).
• Familiarity with containerization technologies (e.g., Docker, Kubernetes).
• Good knowledge on multiple platforms and technology stacks, including:
  • SQL or non SQL databases.
  • Microsoft Azure OR Amazon Web Services (AWS)
  • Backend technologies like .NET or Java
• Familiarity with IT service management (ITSM) tools and practices.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving abilities.
• Willingness to learn and adapt to new technologies and processes.

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Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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