at Infosys Limited in Chicago, Illinois, United States
Job Description
Infosys is seeking Application Support Analyst to possesses strong understanding of technical and subject matter expertise that can be leveraged to identify and resolve issues in a timely fashion. This role requires close partnership and collaboration with other Support Engineers and Subject Matter Experts. Accountable for all application support incidents, generic incidents, the execution of minor service requests, problem tickets.
Required Qualifications:
Candidate must be located within commuting distance of Chicago, IL, or be willing to relocate to the area. This position may require travel in the US
Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education
At least 2 years of Information Technology experience
At least 2 years of experience as an Application Support Analyst
Work in support operations teams and support engineers by driving investigation of Incidents and corrective action follow-ups using an ITIL standards-based methodology.
Ability to drive and participate in Major incident issues for P1, P2 issues.
Lead formal and informal Post Event Problem Reviews (PEPRs), coordinates delivery dates, define action items, and pursue issues to closure for problems that occurred for all P1, P2, or P3 client impacting incidents and identify root cause.
Working Knowledge of: PL/SQL, Java & UNIX, and Batch scheduling tool (Control-M) and ticketing tool-Service now.
Responsible to interface with key stakeholders including technology and business partners, apply technical proficiency to facilitate investigation of complex technical issues. Be part of team that is providing 24*7 incident and Problem management support of the applications.
Experienced in Production Support
Solid understanding of Java with PLSQL and Unix
Experienced in ITSM-incident, service request and change management. Planning and tracking of incidents & service requests to closure with effective time management.
Proactive in identifying, escalating, and addressing project issues and risks
Must be able to work in 24x7 production support environment.
Work with Offshore teams as escalation contact in 24x7 environment
Participate in an on-call rotation for support of systems outside of normal business hours.
Liaise with business analyst/users for additional details/clarifications
Conduct Technical Impact Analysis of incidents / service requests and provision of detailed estimates
Complete Code changes in response to incidents/service requests and ensuring high quality of code: Onsite / offshore code and data synchronization
Preform: Provision/Review of effort estimates & schedule
Accountable for escalation/closure of unresolved Level 2 issues which require code changes
Work on complex problems/projects where analysis of situations or application data requires an in-depth evaluation of multiple factors.
Interact and Co-ordinate with application owners, operations teams - application, infrastructure, network and security, change and release management team and external vendors
Lead the ITSM call for any application issues/outages as and when required.
Conduct knowledge management and create documents for various release activities
Perform process gap analysis, Time motion analysis to identify opportunities for process improvement and automation
Participate in an on-call rotation for support of systems outside of normal business hours.
U.S. citizens and those authorized to work in the U.S. are encouraged...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
