Tier 2 Application Support 1

Reporting to the Enterprise Support Lead, the Application Support 1 ensures that support of new and existing applications or upgrades is carried out in an effective manner. Application support analyst acts as a bridge between the Development, IT infrastructure and Architecture teams throughout the project implementation and support process.

Provides tier 2 technical support to investigate and resolve, in a timely manner, routine incidents in all environments (e.g., testing, production) related to Symcor applications within area of expertise (e.g., 3-5 business services within 1 line of business). Ensures service availability to meet business requirements and client commitments as described within MSA agreements including those that have significant urgency or potential financial impact to Symcor. Escalates unresolved issues or issues that require application changes to other levels of support, Development, Infrastructure or vendors as required.

This is a remote night shift role: From 11:00 PM – 7:00 AM

Creates and maintains deployment and support documentation.

Following the Enterprise Incident Management (EIM) process, resolve routine incidents related to areas of expertise to ensure Service Level Agreements and targets are met within established resolution timeframes.

Receive incidents from Help Desk, monitoring tools and incident queues. Additionally, receive pages for high severity incidents.

Prioritize incidents based on severity, business impact and MSA SLA.

Diagnose Incidents through review of applications and system logs.

Research solutions in knowledge repositories, product documentation and industry sources.

Escalate to and collaborate with more senior Level 2 support, Infrastructure Support and Level 3 support (development) on unresolved, new or complex incidents or when application changes are required.

Create and update/maintain technical documentation to capture the key steps for resolving routine incident records resolved to standardize routine incident resolution. Submit articles related to incident remediation/resolution for approval.

Under direction of more senior support members, execute disaster recovery steps as required to restore application services to reduce impact to Symcor and client during disaster scenarios.

Maintain basic familiarity with DR documentation annually.

Recommend improvements to DR documentation.

Under direction of senior application support staff, execute DR failover based on documented steps.

As required, troubleshooting failures and unexpected situations during failover. For high impact and recurring incidents in which they were involved, participate in the identification of root cause and development of key steps to minimize impact or permanently remediate these incidents based on enterprise problem management processes. Contribute to the development of action items for inclusion in the problem management plan.

Collect details of incident including troubleshooting steps, remediation steps, application and systems logs to aid in discovering root cause.

Record probable root cause if known or discovered during incident investigations.

Perform maintenance tasks to ensure healthy system performance related to applications to ensure healthy system performance and reduce/mitigate/prevent future incidents as required.

Complete daily, weekly and monthly maintenance tasks and standard operating procedures based on published checklist.

Update checklists with record of completion for tasks.

Escalate failed tasks to Application Support 2 & 3.

Completion of a post-secondary college diploma or university degree in a related discipline or a combination of education, training and experience deemed to be equivalent.

2+ years of related technical experience in large and complex information processing environments.