Applications Support Analyst - L2

Beschreibung

Mainframe (COBOL, JCL, DB2, and VSAM). shall take Knowledge of these applications from SMEs and continue enhancing and Maintaining these Products for each of the Releases. Take Knowledge from the SMEs for each of the assigned application as per predefined Transition methodology (Knowledge Transfer, Shadow phase, Reverse Shadow Phase, Steady state phase. Effective delegation of responsibili-ties to project managers and leads for managing the 2nd line support and in turn to maintain the stability of the platform. Ensuring defined ITIL processes are followed strictly. Ensuring effective communication channels across the various ho-rizons of the platform structure and also along with customer, Sr. management and stakeholders. Producing manage-ment information, including KPIs and reports to various stakeholders. Ensure that proper documentation (Problem Solu-tion Guides, SAD, SOP/Run book, Interface Mastersheets, COTS product documentation) are in place and updated regularly. Ensure that proper training is imparted to team members, Leads, both technically and functionally to help them support the application and also to enhance the competency of the resources which in turn of the platform. Developing and sustaining effective relations with clients to ensure repeat / referral services.