Production Services Analyst

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Ernst &Young

Job Description Support Role

Job Title: Production Services Analyst      

Job Rank (must note a single rank only for each job description): Senior Associate

Job Summary:

(Briefly describe the main objectives and purpose of the job. Why does the job exist?  What is it expected to accomplish?)

We are looking for an Application Operations/Product Specialist. As the Application Specialist, you will be responsible to perform operational and Level 3 supports for production applications. You will also involve the daily management of incidents, operational maintenance and support, development support, and proactive or preventative analysis of systems. You should able to demonstrate knowledge of key business processes, products and services, within agreed areas of expertise. The role also includes coordinating with application teams to remediate system and application vulnerabilities identified by the Global Vulnerability Management team.

Essential Functions of the Job:

(Identify and describe essential functions, or primary duties and responsibilities.  Assume that the reader does not know the role or function of the job.)

In your role as an Application Operations/Product Specialist you will be involved in:

• Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms;
• To determine root cause of incidents (configuration vs defect);
• Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents;
• Installation of applications in supported environments;
• Deployment of application upgrades and fixes;
• Responding to automated alerts on the health of systems;
• Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications;
• Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status;
• Adhere to EY and ITIL guidelines for Incident, Problem and Change Management;
• Effective call management including logging, monitoring/updating, prioritizing and resolving calls in a timely fashion;
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures;
• Selects appropriately from applicable standards, methods, tools and applications and use accordingly;
• Demonstrates analytical and systematic approach to problem solving;
• Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences;
• Plan, schedule and monitor work activities in order to meet time and quality targets;
• Absorb rapidly new technical information, business acumen, and apply it effectively;
• Address system and application vulnerabilities identified by the Global Vulnerability Management team, working collaboratively with the application team to remediate them in a timely manner;

Analytical/Decision Making Responsibilities:

(Describe the kind of problems and challenges typically faced, and decisions required to perform the job, as well as recommendations made to supervisors or others.  Focus on the nature of existing policies, precedents and procedures used to guide decisions, and the degree to which the incumbent is free to make decisions requiring interpretation and judgment. Provide an example.)

• Applies judgment in implementing application support tasks
• Sound analytical skills and problem-solving skills needed to manage multiple technical challenges simultaneously when needed.
• Ability to understand business requirements and their relation to support activities
• Proactively identifies and addresses technical strengths, weaknesses, opportunities, and threats.
• Takes accountability for quality technical deliverables and responsibilities.

Knowledge and Skills Requirements:

(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature.)

• Knowledge of .NET framework 4.0 and above
• Full stack front end Technology : HTML , Jquery , java script
• Experience with web development frameworks  - C# ,MVC  and Bootstrap
• Demonstrable Intermediate to Advanced knowledge of web platform such as IIS, SSL, SFTP, etc.
• Good knowledge in SQL Server 2019, SSIS, SQL Reporting Services
• General knowledge of Oracle 19c
• Familiarity with SQL DBMS interface and integrated tools
• Demonstrable knowledge of Windows 2019 server O/S
• Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
• Experience in supporting applications in shared or virtual environments
• Ability to make appropriate technical decisions regarding service restoration i.e. rebooting servers, engaging other teams, etc.

Other Requirements:

(Describe other functions or expectations of the job such as whether overtime is regularly required (e.g., during busy season?), whether there are particular times of the year that vacation may not be taken, whether there is frequent travel, whether there are any physical requirements beyond those expected in a normal office environment or any other miscellaneous things about the job that should be made known.)

Requirements of this role;

• Flexibility in scheduling with a willingness to work extra non-standard hours.
• Ability to work well within a multi-disciplinary team structure, but also independently
• Strong interpersonal and verbal and written communication skills
• Ability to meet agreed deadlines, with demonstrable Productivity (Incident Completions etc.)
• Culturally diverse and inclusive
• Required to work in a virtual Environment

Job Requirements:

Education:

(What is the minimum level of education needed/suggested to perform this job?)

• Degree in Computer Science or related discipline.
• Further or Higher education standard qualification.
• Fluent in English language, written and verbal

Experience:

(What is minimum number of years needed/suggested to perform this job?)

• 3+ years of experience in Operational Support environment/discipline

Certification Requirements:

(Describe and explain any certifications and/or licenses needed or helpful to perform this job).

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