Smart Edge’s Client is looking for an individual to help with their BAU Support Analyst/ Application Support@ Horley, UK Experince Required : Troubleshooting production issues for the supported Applications, network and Infrastructure (L2 support for calls that have been raised through the Level 1 Service Desk); Fault identification, diagnosis and troubleshooting of the supported Applications and Infrastructure including: Resolution of faults confirmed, by CLIENT, to be an L2 issue; Review and tracking of fault status through job logs and regular status updates of related incident tickets with relevant information relating to the progress of the ticket resolution Provision of regular (weekly) status reports to CLIENT on fault status and service level achieved against the Service Levels and KPIs set out in Schedule 5; Incident categorisation and prioritisation in conjunction with CLIENT; Proactive and automated monitoring activities that include continuous health checks of the applications & INFRA, application logs, and key interfaces. Preventative actions driven through monitoring and analytic reviews of the Applications and interfaces and any perceived problem areas; Proactive actions driven through infrastructure analytics to continuously manage capacity, right-sizing and auto-scaling, twice yearly for critical applications & infrastructure and annually for non-critical applications and infrastructure. This should include twice yearly reviews of business-critical application\infrastructure and annual reviews on non-critical applications\infrastructure. Correction of any failed interfaces; The implementation and testing of data fixes approved by the CLIENT business and in conformance with the agreed data fix process and the Service Levels defined Schedule 5; Major data fixes that will have to be impact assessed and scheduled into the test environments, including downstream systems; Management of IT requests and system administration for the Applications such as password resets and user set-up. Unless otherwise directed by CLIENT, fault diagnosis and troubleshooting of reported production issues will take precedence; Incident resolution, which includes: Diagnosis of reported incidents to establish the problem definition and fault source identification so that corrective action can be initiated, or a plan of action agreed. Incident resolution may comprise the provision of: Service or Device restart User guidance; An agreed workaround; Updated information for incorporation within service desk scripts, FAQs, etc.; Regular update of the incident ticket in accordance with the agreed Service Levels; and/or SQL Scripts for data correction. Network routing The supplier shall fully support the CLIENT Incident Management process for all major incidents. Liaison with Level 1 Service Desk, including the documented transfer of knowledge and work instructions that can be used to improve L1 incident response and to avoid L2 incidents; Liaison with L2 end-user device support provided the relevant support teams; Liaison with L2 infrastructure and L2 application support with other vendors providing support services for or on behalf of CLIENT in relation to the Applications and Infrastructure; Liaison with Supplier’s own L3 support team or, if applicable, third party support team (e.g. TSP, OnWave, AWS, CGI etc) and liaise with Level 4 providers where appropriate; Liaison with the Release Management service; Liaison with any CLIENT partner; Resolution of L2 incidents for the in-scope Applications and Infrastructure for production and pre-production environments System administration for the in-scope Applications, Infrastructure and Infrastructure Services outline in Service Model Annex A such as maintaining user, roles and responsibilities and configuration changes. Perform impact assessments on all third-party changes and attend any support calls that relate to that change. The Supplier shall provide the following Services: Providing user access management services, i.e. additions, removals and changes, to the Applications in scope and in accordance with the SLAs/KPI’s in this section. If this sounds like a role you would be interested in or if you know someone in this field. Connect with me or email me at harshini.a@smartedgesolutions.co.uk Alternatively, you can call me on Tel: 44(0)203 500 2108.