Application Support Analyst

Job Closed!
Category:IT & Telecommunication
Job Type:Permanent

Job details

Key responsibilities:
  • Provide first line and second line support and maintenance services to all enterprise systems. Escalates and sources expertise when necessary;
  • Proactive monitoring of various production systems for performance, availability, and other critical parameters;
  • Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters;
  • Maintenance and administration of the Group enterprise system;
  • Ensure the enterprise systems is adequately sized to meet SLA’s with the business;
  • Define and monitor data and application availability for the enterprise system;
  • Document and update processes and procedures in use for the enterprise system;
  • Providing and monitoring SLAs and OLAs;
  • Adequate communication to stakeholders on the state of any tickets assigned;
  • Follow up and reporting on tickets escalated to third line support;
  • Testing new system functionality before deployment into production environments; and
  • Test the achievement of supportability requirements for delivered solutions.


Knowledge, experience and qualifications required:
  • Degree in Science/Engineering/Computer Science
  • ITIL intermediate
  • Knowledge of general insurance business
  • Minimum of 2 - 4 years’ experience in a 24x7 busy IT environment 
  • Experience managing applications support operations.
Essential competencies:
  • Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
  • Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-acitvely shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
  • Adhering to Principles and Values - Upholds and encourages ethical behaviour and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organisational values during every day interactions.
  • Analysing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
  • Planning and Organising - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
  • Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.
  • Deciding and Initiating Action - Takes responsibility for own, as well as subordinates’ actions and projects; takes initiative and works under own direction; initiates and generates activity; introduces improvements into work processes; handles problems with minimal guidance.
  • Formulating Strategies and Concepts - Works strategically to realise personal goals; understands and effectively communicates the departmental strategy; translates the departmental strategy and vision into operational responsibilities; takes into consideration departmental strategy during all tasks; takes account of a wide range of issues across, and related to current role.
  • Applying Expertise and Technology - Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organisational departments and functions.
  • Following Instructions and Procedures - Challenges authority only when appropriate; follows procedures and policies; keeps to schedules; arrives punctually for work and meetings; demonstrates a commitment to the organisation; complies with legal obligations and safety requirements of the role.
  • Adapting and Responding to change - Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.





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IT & Telecommunication Britam 7 months ago