Production Services Analyst

(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;