Job Description
Smart Edge’s Client is looking for an individual to help with their BAU Support Analyst/ Application Support@ Horley, UK
Experince Required :
1. Troubleshooting production issues for the supported Applications, network and Infrastructure (L2 support for calls that have been raised through the Level 1 Service Desk);
2. Fault identification, diagnosis and troubleshooting of the supported Applications and Infrastructure including:
3. Resolution of faults confirmed, by CLIENT, to be an L2 issue;
4. 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
5. 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;
6. Incident categorisation and prioritisation in conjunction with CLIENT;
7. Proactive and automated monitoring activities that include continuous health checks of the applications & INFRA, application logs, and key interfaces.
8. Preventative actions driven through monitoring and analytic reviews of the Applications and interfaces and any perceived problem areas;
9. Proactive actions driven through infrastructure analytics to continuously manage capacity, right-sizing and auto-sc...