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Application Support Analyst

Company: Cognizant Technology Solutions
Location: O Fallon
Posted on: June 8, 2021

Job Description:

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.

Keywords: Cognizant Technology Solutions, O'Fallon , Application Support Analyst, Other , O Fallon, Missouri

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