Assistant Lead Analyst - Application support (P.O.D)

Role & Responsibilities

Provide level 2 application support, liaise with level 1, level 3 and other support teams to resolve issues, defects and user queries within defined SLA

Log and track incidents, service requests and change requests via ITSM tools

Lead and coordinate with support teams for application maintenance activities such as monthly maintenance, application patching, security fixes, upgrades and hotfix deployments

Prepare, update and maintain project documentation and work processes / SOPs

Identify opportunities to automate manual processes and improve user experience

Work with procurement team and vendors to procure software and services

Provide 24 / 7 primary application maintenance and support

Requirements

4–10 years experience in IT industry, inclusive of minimum 2 years experience in IT application support and operations.

Experience supporting mobile applications, web-based applications and complex integrated applications.

Good understanding of IT technologies, methodologies and processes including SDLC and Agile.

Strong problem-solving skills, analytical skills and ability to work independently.

Excellent communication and interpersonal skills.

Good track record in managing business users and working with technical support teams.

Experience in healthcare industry is an added advantage.

Degree / Diploma in Information Technology, Computer Science or equivalent.

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