Application Support Analyst

Job description

Ref: req35962

Job Description

Provide basic Application support for part of a given Domain to DHL Business Units, in order to ensure the maximum availability of these services to the business with minimal disruption to business continuity.

This role provides basic support and analysis of incidents. Focus is on gaining experience and knowledge of the estate with a view to increase competency over the period of probation - tasks may include incident management, analysis of ticket trends and some real time monitoring through existing tools.

Key Activities

·  Receives requests for support from business users
·  Prioritises requests in accordance with agreed criteria and the needs of the organisation in accordance with SLAs and current processes and procedures
·  Investigate problems and support requests and determine appropriate action
Within area of competence, provides correct responses to requests for support by means of: manipulating data, reconfiguring systems, helping to implement changes to operating procedures, training users or operations staff, producing additional documentation, or escalating requests

Desired profile

Requirements

·  Degree or Diploma in Computer Science, Information Systems or equivalent experience
·  2-3 years experience in a related environment
·  Familiar with ​​​​UNIX/Linux, RDBMS preferably in Informix/Oracle, and Shell Scripting, HP-UX/Linux platform experience/Informix/Oracle/SQL
·  Experience in implementing, supporting and managing commercial systems is essential
·  Knowledge and understanding of Incident and Problem Management
·  Provide 24x7 support to countries and prepare to work during weekends/public holidays
·  Must be willing to work on permanent night shift
·  Creative problem solving skills and an ability to work conceptually
·  Must be able to communicate effectively in English, both written and orally
·  Customers and end-users focused
·  Sensitive to cultural differences.