Posted in Information Technology 30+ days ago.
Type: Full-Time
We are looking for Application Support Analyst for an immediate need. This is a client facing role & the candidate will have regular interactions with various client managers.
Responsibilities:
Perform L1 Application Support services on a 24x7x365 basis.
Email Based Alert Monitoring - Initial response & triage of alerts using SOP
Validation of CRQ’s using Alerts or Dashboards
Application Performance and Monitoring using Dashboards
Problem Ticket creations & follow-ups for Alerts reductions
Alerts/Volumetric reporting (Bi-weekly, Monthly)
Participation in TRT/Bridge calls for Critical alert resolution
Soft Skills & Situation Management over the phone call
Contribution in Knowledge Management - create/update new or existing SOP
Assign incidents generated by monitoring tools to corresponding application and support teams using SOPs.
Escalate and engage Incident Requests and Change Requests to respective application teams using escalation matrix.
Communicate and correlate any events triggered during a change window to corresponding application teams to ensure application availability.
Regularly perform data analysis to determine Customer’s program performance and identify areas of improvement
Increase quality of work through streamlining of processes, reducing alert counts, innovating wherever/whenever possible, and through various other continuous improvement opportunities.
The approved service management tool(s) (e.g., Remedy) will serve all specific incidents, changes and service requests. Any requests outside the approved tool(s) will be discussed and mutually agreed upon between Customer and Cognizant.
Primary Skills -
Basic understanding of UNIX scripting
Experience on batch scheduling & Monitoring
Basic understanding of Oracle and SQL Query / Scripts
Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus)
Effective problem and troubleshooting skills
Effective written and verbal communication skills
Effective interpersonal skills
***Cognizant is recognized as a Military Friendly Employer and is a coalition member of the Veteran Jobs Mission. Our Cognizant Veterans Network assists Veterans in building and growing a career at Cognizant that allows them to leverage the leadership, loyalty, integrity, and commitment to excellence instilled in them through participation in military service.
**Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (such as an H-1B visa) for this opportunity.
Technical Skills
SNo | Primary Skill | Proficiency Level * | Rqrd./Dsrd. |
1 | Unix Shell Scripting | PL1 | Required |
Domain Skills
SNo | Primary Skill | Proficiency Level * | Rqrd./Dsrd. |
1 | Payments | NA | Required |
* Proficiency Legends
Proficiency Level | Generic Reference |
PL1 | The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. |
PL2 | The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. |
PL3 | The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. |
PL4 | The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill. |
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