Senior Analyst, Operations - App Support

Marina Bay Sands Pte Ltd| Date Posted: 1-Jun-2019
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Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

JOB SCOPE

  • Provide level 2 application support, minor projects and request fulfillment
  • 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.
  • 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.

JOB REQUIREMENTS

  • 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.
  • 5+ years work experience in application support or equivalent using problem resolution and root cause analysis techniques. In depth knowledge of TIBCO middleware will be an advantage.
  • Experience with development in Microsoft Windows/Web environment.
  • Software development/ programming skills in C# , VB.NET, VB6, Javascript, XML, .NET Framework 3.5 and above, Crystal Reports, ASP.NET.
  • Experience with software installation, build, continuous integration and source control tools.
  • Experience with web services.
  • Knowledge of more advanced programming environments and concepts (e.g. Multi-Threading, OS internals, Networking.
  • 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.
  • Ability to work both independently and as a team member under general supervision and direction.
  • 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.
  • Experience in creating ETL jobs using SQL Server Integration Services (SSIS).
  • Experience in creating Web Application in C# using MS SQL Reporting Service (SSRS) on IIS 6.0 or IIS 7.0
  • Experience in setup of Web System using MS SQL Server & MS SQL Reporting Service & SQL Server Integration Services.
  • Able to be Hands-on for Software installation for MS SQL Server, MS SQL Reporting Service, SQL Server Integration Services, IIS Configuration setup and Packaged Software Configuration.
  • Hands-on programming in Visual Studio C# .NET 2.0/3.5/4.0 and above (ASP.NET, Web Services)
  • Able to analyse the requirements and propose the suitable solution for the business needs.
  • Tuning SQL queries to improve the performance is a bonus point.
  • Working knowledge Microsoft Windows System Environment.
  • Understanding System Authentication Framework between servers within Microsoft Windows System Environment
  • Working experience with TFS is a plus
  • ITIL certified is a must
  • Experience with troubleshooting principles, methodologies, and issue resolution techniques.