Application Support Analyst needed to support, maintain and assist users.
Maintenance Support
. Change Management
o Enters or coordinates entry of change requests, including coordination with business units for downtime
o Coordinates and broadcasts outages and maintenance windows related to web applications
. Follows contingency and control procedures (SLA) to reduce risk
. Performance Monitoring/Testing
o Implements and monitors regular performance testing on production web environments
o Coordinates follow up on performance issues including: slow loading pages, web application error messages, site unavailability, network issues, etc.
. Application Pushes
o Handles access to production environments for SOX compliance
o Coordinates with developers the troubleshooting of web application errors that occur in the QA or Production environment
o Conceives of strategies to streamline push processes, with a goal of providing faster turnaround and continually higher quality
o Executes plans to achieve quality improvements, including following up with other IT groups and outside vendors as appropriate
o Provides after-hours and weekend on-site or VPN support for pushes to insure minimal impact to the business
o Provides consulting services to other IT groups in NY on how to structure web release processes
. Attends Change Advisory Board (CAB) meetings and coordinates impact of other IT changes that impact the NY web environment
. Production Verification Testing and Ongoing Operations Testing
. Performs and coordinates application testing in the production environment
. Performs testing to confirm ongoing operational capabilities in both Production and QA environments. This will not include acceptance testing or testing that is performed by development staff such as unit testing, integration testing and system testing.
. Executes test plans after pushes according to plans approved by the corresponding business unit
. Web Server Maintenance
. Verify Operating System patches' compatibility with web applications
. Continuously update for vulnerabilities by coordinating with InfoSec
. Configuration of new web servers according to RBC standards
. Installation of web server components and sub-applications
. Keeping BRP servers up to date and continuously verifying their operational status
. Network Issues
. Coordinates with Networking and PC Lan groups to obtain IP addresses, update DNS settings, move servers to other subnets, etc., as needed
. Coordinates with Networking group for firewall changes and issues relating to the web farms/load balancers
. Second-level web support for NY help desk
. Answer questions from NY users about web browser setup/configuration and web site usage and error messages
. Troubleshoot issues
. Coordinate solutions with development staff if necessary
. Provides early morning on-site support for web application issues
. Provides after-hours on-call support and response to system alerts
. Provides superior client service and strengthens relationship with business
. Captures and tracks metrics and performs trend analysis
. Escalates issues to management as necessary
. Provides on-site training to business users on web applications
Experience: Systems Knowledge
. IT Standards, Methodologies, CMM & audit requirements
. SQL, HTML, VBScript, DOS Batch (E)
. Thorough knowledge of IIS platform (E)
. Windows NT system management - Microsoft Certified Professional (MCP) or equivalent level of knowledge
. Understanding of Database Management Systems (P)
. Basic understanding of server configuration and data redundancy and backup strategies, eg., RAID, Legato Backup
. Basic Unix commands knowledge
. Advanced application troubleshooting practices, understanding of IIS/ Apache/ Tomcat logs/ errors (P)
. Conceptual knowledge of .Net Framework components: Web Service extensions, Application Pools, Regasm/GAC (D)
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