Application Support Analyst

Application Support Analyst

Posted 1 week ago by Evri on Linkedin

Negotiable
Undetermined
Undetermined
Leeds, England, United Kingdom

Summary: The Application Support Analyst role at Evri involves providing proactive monitoring and first-line support for IT systems, ensuring a seamless customer experience. This fixed-term position requires the analyst to troubleshoot application events and performance issues while adhering to ITIL processes. The role is part of a 24x7 team, necessitating a flexible shift pattern. Evri emphasizes a supportive and inclusive work environment, aiming to foster individual growth and development.

Key Responsibilities:

  • Monitor and log application events and issues, escalating unresolved incidents.
  • Troubleshoot unexpected alerts using industry-leading software and follow ITIL processes.
  • Triage and resolve incidents for applications, minimizing escalations to Engineering teams.
  • Document procedures and maintain the Knowledge Base for team articles.
  • Work in a 24x7 team with a 4-days-on-4-days-off shift pattern.
  • Engage in “shift left” activities to resolve more incidents at first contact.
  • Provide weekly documented feedback on recurring issues and areas for improvement.
  • Support essential monthly database maintenance by starting and stopping services.
  • Act as the single point of IT Support out of hours, triaging high-priority incidents.
  • Collaborate with duty managers to manage and communicate live issues effectively.

Key Skills:

  • Degree level education or equivalent experience.
  • Experience in system operation or application support in a live environment.
  • Proficiency with Service Management tools like ServiceNow.
  • Working knowledge of system & application monitoring tools (e.g., AppDynamics, CloudWatch).
  • Experience in creating and executing SQL scripts.
  • Understanding of command line interfaces.
  • Ability to troubleshoot, organize, and prioritize incidents and alerts.
  • Awareness of ITIL framework and Service Level Agreements.
  • Hands-on experience with Issue Management tools (ServiceNow, Jira, Confluence).
  • Able to provide clear overviews of complex technical issues.

Salary (Rate): undetermined

City: Leeds

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT