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Application Support - Level III
Job Opportunity at
Pitisci & Associates
Posted on Apr 25
Level 3 Application Support
The Level 3 Application Support team member will be part of a group that is responsible for the maintenance and support of firm applications. This function has broad knowledge of the business functions to resolve critical and strategic business technology challenges. The team member is responsible for adherence to Service Level Agreements for Level 3 application support services as defined by IT Operations.
This individual performs advanced troubleshooting at the application level. Using his/her domain knowledge and relevant expertise, he/she will identify the area of fault (code, environment, or configuration) and guide the appropriate team in constructing and implementing the fix. The specialist is individually responsible for delivering technical diagnosis and solution prescription within his/her specific technology expertise and assigned applications.
At least 5 years of extensive knowledge and experience in development and/or application based troubleshooting.
Demonstrated experience in application support with industry knowledge of ITIL service management principles.
Extensive technical understanding that spans multiple platforms and application level expertise of a portfolio of applications with broad knowledge of the business strategic priorities, to resolve complex problems.
Demonstrated development or technical application support skill sets with detailed technical experience with industry standard platforms such as Lotus Notes, .NET/IIS, SharePoint, Java, Documentum, and others.
Proven technical capabilities, analytical skills and application knowledge.
Proven ability to diagnose and troubleshoot complex application problems and leverage tools and resources appropriately to identify solutions that may or may not be already documented.
Ability to manage multiple conflicting deadlines and competing priorities.
Ability to build and maintain strong relationships within the team and throughout the firm.
Undergraduate Degree (e.g., BS, BA) or 5 years IT experience.
Hands on experience of PowerShell scripting
Proficient either in using
or C# to develop or debug applications (MVC framework experience a plus)
Experience supporting application in an Azure IaaS environment. Azure PaaS experience a plus.
Working knowledge of Team Foundation Server or VSTS Release Management Service
Ability to develop and support automation tools, scripts and SQL reports
Ability to triage and troubleshoot ETL processes
Some background with networking, virtual machine platforms (VMWare, ESX), storage and system administration a plus.
Demonstrated communication skills. Proven ability to troubleshoot and provide solutions for technical questions and issues or routes to appropriate escalation group.
Ability to deploy candidate versions of applications to staging environment for testing and UAT and to production as scheduled following relevant change control process
Ability to effectively use all support tools available and demonstrates knowledge of available resources.
Proven ability to work with a team to resolve Level 3 application support issues, or to provide technical insight to issues managed by other teams.
Key interactions include Other resources within the Level 2 support team, Level 3 support team members, members of the demand organization, end users, key facilitation teams such as Major Incident Management, Change Management, Help Desk, Monitor and Respond, and any other of a host of stakeholders for a particular application or environment.
In addition to the day-to-day operations responsibilities, the level 3 support resource should be comfortable reviewing and debugging at the code level. They should understand basic software development principals to help integrate small changes/bug fixes into the code branches.
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