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Junior Application Support Analyst (L2)

Introduction

Provide level2 support to create access request, roles and customer meetings for enterprise steering portal application. Also to analyze and monitor application for the business trend, escalating to higher level of support for any issues.

Function

· Area of responsibility (L2)

· Support technicians manage incidents raised by the L1s or as agreed in documented SLA (Service Level Agreement) timelines. L2 technicians follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management, etc.

· L2 engineers will typically escalate to an L3 resource and follow documented escalation procedures.

· Resolve Incidents and Service Request within the SLA which are escalated from other teams

· Identify, build and deploy opportunities for Continuous Improvements

· Create/update application documentation

· Identify Root Causes for Problem Records and create necessary documentation

· Provide/review resolutions to Break Fixes, create scripts, resolve performance issues and work on small enhancements

· Drive high Priority Incidents to closure

· Follow the set ITIL Service Management Processes

· Performance Analysis and Tuning

· Preparation of JCLs and Jobs

· Process Monitoring

· Application Configuration

· System Monitoring

· Version Control

· Interfaces Management

· Operational Tests

Requirements

  • College/Boot camp degree or higher, preferably in an area of Computer Science or equivalent
  • Ability to test and document application modules
  • Very good interpersonal and communication skills in English to work with globally distributed peers
  • Basic comprehensive IT knowledge
  • Responsible attitude and reliability
  • Ability to work in a near-shore location together with the Customer’s team
  • Ability to participate in off-shore (Chennai – India) and near-shore (Frankfurt – Germany) trainings for mid-term (3-3 months)