Analyst

Role Description

• Providing high quality and timely First Line Support to all clients globally.
• Working in rotational shifts, including weekends, public holidays, and agreed overtime, in line with business requirements, as this role is part of a 247 operating model.
• Application Support help to ensure that the application is working correctly as deployed.
• Incident resolution and triage resolve incidents as per agreed procedures and escalate internally to relevant teams to resolve any incidents within our remit.
• Stakeholder Communication Triage incidents and manage customer expectations for incident resolution.
• Post Incident reviews – evaluate the incident management response and recovery effort for major, critical and high priority incidents to provide continual improvement of our incident responses.
• Service Level Management – support the Service Managers in delivering FNZ services within KPIs, SLAs and contractual obligations.

Specific Role Responsibilities:

• Daily checks and BAU monitoring including fault resolution
• Identify and resolve issues with applications, following agreed procedures.
• Uses application management software and tools to collect agreed performance statistics.
• Carry out agreed applications maintenance tasks.
• Prioritise and diagnose incidents according to agreed procedures.
• Document and close resolved incidents according to agreed procedures.
• Draft and maintain procedures and documentation for application support.
• Participate in post Incident reviews, helping to provide a continually improved service for our customers and stakeholders.
• Other tasks: To undertake any other projects/ tasks as may reasonably be required to facilitate the smooth operation of the production environment

Performance Assessment:

• Availability – uptime during core and non-core hours
• Performance – performance metrics during core and non-core hours
• Reliability – test results and performance during real failure events
• KPI reporting – performance against KPIs