Programmer Analyst /Sr. Programmer Analyst

Job Profile

• Provide 1^st line application support on complex, internally and externally developed applications.
• Maintain application monitoring – proactive and preemptive using available tools.
• Morning and evening checklists with details around analysis and actions as needed.
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
• Ability to analyze issues, classify, and categorize appropriately.
• Ensure all procedures and processes within the application support function are followed as expected. (i.e. change control, security and auditing, release, configuration, problem and incident management and any other as instructed).
• Help with the daily, weekly and monthly metrics as and when needed.
• Create and maintain documents and collaterals as required and advised.
• Participate in the daily, weekly, monthly meetings as required.
• Ensure priorities are understood and all stated and agreed SLAs are met.
• Maintain good working relationships with all stakeholders and users (internal departments as well as 3rd party vendors).

Personal Qualities

• Strong customer service and support focus with a desire to deliver a high quality service.
• Self-motivated and highly professional.
• Ability to multi-task, work under pressure and to tight deadlines.
• A desire to learn and improve skills and knowledge.
• Fast learner, energetic and enthusiastic.
• Adaptable and flexible to business demands.
• Positive 'can-do' attitude.
• Team player.

Technical and Operational Skills and Experiences

• Extensive problem solving and debugging skills.
• Support experience using Microsoft technologies (C#, ASP .Net, MS SQL Server at the minimum) would be useful.
• Knowledge of MS SQL Server is required. Ability to write complex SQL queries.
• Experience in providing services to agreed SLA's and OLA's.
• Experienced in Problem and Incident Management.
• Experience with working in an ITIL environment. Good knowledge of ITIL principles and guidelines.
• Excellent interpersonal and communication skills.

Work hours and availability

• Overall Application support hours would be between 10:00am IST and 3:30am IST.
• Three shifts as of now covering Asia, Europe and Americas.
• Flexible to work in shifts as per the rotation plans.
• Flexible in working outside of core business hours at short notice, if needed.
• At present, there is no weekend or on-call support but that can change and people will be required to follow the rotation plan.
• Holidays would be as per the agreed rota.