Graduate AMS Support Analyst
We are a fast-growing IT consultancy specialising in the transformation of complex Global enterprises that use SAP. We are looking for hard working individuals to help deliver for our global customer base. We embrace the opportunities of the future and work proactively to make good use of technology. As you can imagine, this means that we have a vibrant and diverse mix of skills and people, making Kagool a great place to work.
Your place in the team
As a Trainee Support Analyst, your responsibilities would involve the daily management of incidents, operational maintenance and support, work on minor enhancements, and proactive/preventative analysis of systems.
Responsible for analysis and resolution of the incident assigned.
Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and platforms.
Accountable for managing the incident resolution in line with the agreed SLAs
Coordinate with the client end-users for incident clarification and resolution
Coordinate with the client Service Desk team and provide an update on the incident related information
Responsible for keeping the incident management tool up to date and provide accurate information.
Participate or organise incident triage meetings to determine the next course of actions
Accountable for managing the incident prioritisation as per the severity of issue reported and liaise with the internal and external service desk for the timely update to all the key stakeholders involved
Responsible for working in shifts as per the support needs
Participate and coordinate on the Problem Management for the repeated issues
Determination of root cause of incidents (configuration vs defect)
Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
Installation of applications in supported environments.
Deployment of application upgrades and fixes
Provide monitoring services and Responding to automated alerts on the health of systems
Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
Bachelor’s degree in Computer Science, Engineering or other related subject
Demonstrate knowledge and experience in programming languages. i.e., Frontend (web based), Middle tier (Java, C, C++) and backend Database (Oracle, SQL).
Understanding of ITSM and Service Management.
General understanding of IT application in business environments and concepts
Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
Knowledge of troubleshooting tools and techniques related to programming languages and systems i.e.
General understanding of various IT security concepts as they relate to production environments.
Excellent communication skills
Good analytical and problem solving skills
Ability to organise and prioritise in a demanding environment
Excellent attention to detail
Good team working skills and also able to work individually
Career at Kagool
A career at Kagool will give you a path towards progression and opportunities, with the current rate of growth we at Kagool have dedicated time towards individual growth, recognizing individual contributions, filling the team with a strong sense of purpose along with providing a fun, flexible and friendly work environment.
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