Lead Analyst (Operations – App Support)
Job no: 493446
Work type: Full-Time
Location: Marina Bay Sands
Categories: Information Technology
Provide level 2 application support, minor projects and request fulfilment
Field incoming incident tickets from end users to resolve application and software issues
Provide incident resolution management and root cause analysis techniques to determine cause and resolve complex system issues.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Work with onsite/offshore teams across multiple technologies/applications to implement any changes related to incidents and maintenance items so as to ensure the team implements best practices
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
Record, track, and document the incident-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Post software updates, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and so on.
Identify and learn appropriate software applications used and supported by the organization.
Actively participate in any Production issues calls.
Manage Audit, Regulatory and Compliance activities pro-actively as well as on ad-hoc basis.
Bachelor’s degree or equivalent the field of computer science, information systems, or equivalent.
.Net/Java knowledge are essential. MS-SQL knowledge will also be preferred.
8+ years work experience in application support or equivalent using problem resolution and root cause analysis techniques.
In-depth, hands-on knowledge of and experience with enterprise and desktop applications; experience with gaming and hospitality applications such as Customer Loyalty Programs, including ACSC (Bally’s) is preferred.
TIBCO knowledge will be an advantage
Experience with development in Microsoft Windows/Web environment.
Experience with software installation, build, continuous integration and source control tools.
Experience with web services.
Strong analytical and problem solving skills, and experience applying these skills to resolve issues.
Able to function effectively in a fast paced environment, handle multiple tasks simultaneously, and able to prioritize effectively in order to meet deadlines.
Good written and verbal communication skills.
Experience with mobility related technologies, multi-platform development is a plus.
Experience in Application System Support or Coding with UAT support experience within an Enterprise System environment with understanding of Change Control & Access Control.
Able to analyse the requirements and propose the suitable solution for the business needs.
Working knowledge Microsoft Windows System Environment.
Understanding System Authentication Framework between servers within Microsoft Windows System Environment
ITIL certified is a must
Experience with troubleshooting principles, methodologies, and issue resolution techniques.