Application Operations Support Analyst
INDIA
A support analyst role within the Global Technology Transversal Application Services function, specifically providing a multi-faceted support service for the TAS Application Operations team.The team provides a global, centralized Operations, Governance, Audit, Risk & Security service across Application Delivery.
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What will your essential responsibilities include?
·Operations
·Work in collaboration with the Operations Leads providing operational support to the Application Delivery functions (Application Solutions, Digital Factory & Transversal Application Services)
·Represent Operations, contribute to and provide guidance, on Major Incident, Major Incident Reviews and Problem Investigation Reviews, acting as an escalation point for other GT areas into Application Delivery
·Work with application technical teams to support root cause investigations and completion of actions
·Support implementation of a problem action tracker to improve both the visibility of our position and the focus given to identification of root cause
·Establish and maintain positive and productive working relationships with the regional Service Management team
·Provide admin support for all Budget & Procurement related activities – Procurement Intake, Purchase Order tracking, Invoice follow ups, annual budgeting, discrepancy resolution
·Support the Small Change reporting process
·Support delivery and continual improvement of the Weekly Operational Reporting
·Governance, Audit & Risk
·Assist the CMDB Recertification process for App Delivery teams - engage with application owners ensuring recertifications are completed on time and monitor completion/compliance rates
·Collation of supporting evidence as required for regular, scheduled Audits i.e. Segregation of Duties, providing guidance as needed to delivery teams and maintaining a positive working relationship with the different Audit bodies i.e. internal, external etc.
·Assist with the refreshing, publication and continual improvement of the different Power BI Dashboards that exist to provide insight into critical operational information for Global Technology
·Support the Decommissioning process, including governance around use and implementation
·Vendor Management support – validation of monthly SLA data, attendance of the monthly Vendor Service Reviews
·Support for Technical Debt activities such as identification / collation of Tech versions and input of these into the key supporting data tooling i.e. Abacus
·Maintenance of, and ongoing improvements to the function’s Sharepoint Site – ensuring content is appropriate and relevant, is organized in a clear manner to support ease of reference and use by all Delivery areas and wider GT functions
·Assist in Co-ordination of the RAMP (Risk Acknowledgement and Mitigation Plan) process for Application Delivery related RAMPs
You will report to the Application Manager – Risk, Governance & Audit (under Head of Application Operations)
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We’re looking for someone who has these abilities and skills:
Required Skills and Abilities:
·Strong attention to detail, tenacity to see things through to completion
·Strong analytical skills, ability to multitask and work to deadlines
·Strong planning and organization skills
·Proficiency in Power BI, MS Work and MS Excel: We maintain and continually develop a number of Power BI Dashboards to support provision of critical data and use Excel to support our data capture and analysis and reporting
·Excellent communication, interpersonal and relationship building skills (verbal and written)
Desired Skills and Abilities:
·Sharepoint Administration Skills: Our SP site is a key tool used for communication to the delivery areas, and to ensure easy reference to critical underlying processes
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