Job Description & How to Apply Below
This job is with Clifford Chance, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
Job Description
Job Overview
As an Application Support Analyst for Knowledge & Information Team, you will be accountable for providing operational support to business users across CC offices globally. This role will be the expert within the Dev Ops team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks. You will work together with the Development Teams to resolve application issues.
You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency - with the goal of avoiding or minimizing outages and impacts. You should be able to lead and execute specific activities related to application maintenance and support while working with several vendors.
Who you will work with
You will work with a high performing Application Support Team. And this role gives you an exciting opportunity to shape a team of experienced Application Support Analysts.
What you will be responsible for
Solve complex/medium complexity business problems using technical knowledge in the Dev Ops environment
Work and support Change & Release Management to enhance applications in enterprise systems
Implement processes to maintain applications systems in production environment with controlled evaluation of any downtime
Help to manage timely resolution or escalation of incidents within the environment. Understand the global and local impact across teams to manage application interdependencies
Must be able to communicate the impact and solutions of application/system problems in business language
What you will do
Provide and coordinate required maintenance and optimization solutions ensuring business application integrity
Complete Dev Ops activities on time and within Standard Level Agreements
Help and maintain the supported applications health in different environments
Help to progress change management by deploying the latest application versions in all supported environments
Keep the lights on by liaising with onshore stakeholders and application vendors in different parts of the world
Third Level troubleshooting support for both on-premises and cloud applications hosted on CC intranet and vendor hosted platforms
Work closely with other IT teams such as external vendors, Development, Networks, Security, Desktop, Exchange and Systems to investigate for the root cause analysis
Support User Requests via I.T Ticketing Tracking system - Service Now
Substantial technology experience of more than 3 years in owning support of complex applications in Web, Windows or Cloud environment
Should be comfortable in various SQL Server versions with at least 2019 and above
Knowledge of Microsoft Windows 10 & Windows Server 2016 server and above
Sound knowledge on Web Servers: IIS 7 and above and Windows Services
Awareness about IT infra such as VMs, Active Directory, Azure Active Directory, DNS proxy, Security skills - Firewalls
Must have intermediate level of knowledge and hands-on experience in ITIL version 3.5 and above processes
Basic knowledge of SharePoint Online platform and M365 suite
Basic knowledge of Active Directory, SQL, Azure AD, Exchange Online and office products
Hands‐on experience in writing basic Power shell scripts for various tasks
Troubleshoot the issues related to Windows and Web Applications, SQL Server 2016/2019 and Services hosted in IIS/WCF
Knowledge about .Net technologies C# 4.0 or higher, MVC, WCF and associated technologies
Flexible to work in UK business hours and open to provide operational support during the weekends for both deployment and critical business outages (if required)
Must be able to handle pressure situations, especially during P1/2 cases, with high confidence
Possess good command over both written and verbal communication skills
Good knowledge of vendor and service management
L3 troubleshooting support for internal and external web applications
Maintain & build standard and documentation for all environments.
Logical thinking and excellent verbal and written communication
Qualifications
Your experience
Requires a Bachelors in Engineering degree or equivalent, and strong relevant professional experience
ITIL v3 Foundation certified will be preferred
Any Azure certification will be preferred
A relevant Microsoft Certification will be an added advantage
How we will support you
From your first day with us, you will have varied opportunities to continuously grow and development your skills and knowledge. From formal training, informal coaching and mentoring through to skills-based and technical training and on the job learning.
You can also get involved in a variety of employee affinity groups. There is also opportunity to be part of charitable events and…
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