Dirección Application Support Analyst
In this role, the successful applicant will be responsible for providing first level support in managing, monitoring and control of the Thomson Reuters Services as defined by the responsibilities of the Team and to include support for Data center infrastructure, Application Support, Major Incidents and BAU Operations. This position will involve rotational shift work, covering services provided globally on a 24x7 basis. About the Role
In this opportunity as Application Support Analyst , you will:
- Perform daily service checks, health evaluation of systems’ performance and capacity as assigned.
- Provide diagnostics, troubleshooting, and quick/efficient resolution on all events/incidents
- Escalate / notify appropriate support staff via established procedures. Document shift activity, facilitate and perform shift turnover.
- Follow defined process to escalate Incidents to second level team. Must be capable of writing technical reports.
- Track and coordinate all incidents until resolution and identify probable causes of failures in the Infrastructure & Application related issues.
- Recommend the possible solution / workaround to address the probable causes of failure.
- Demonstrate ability to take ownership and manage all support cases via emails/Service Management tools.
- Work with customer and support teams to ensure client satisfaction
- Timely response to all the e-mails and requests
- Attend team meetings, conference calls as necessary
- Follow the defined Major Incident Management process as appropriate
- Participate and contribute to Problem Management analysis of Major Incidents as needed.
- Strong interpersonal skills & Team Player.
- Have the opportunity to interact with internal and global teams of all levels.
- Initiate, coordinate, and at times lead recovery call for critical incidents
- Implement improvements to existing processes/procedures, ensuring performance targets are met.
About You
You’re a fit for the role of Application Support Analyst if your background includes:
- 1 to 2+ years of supporting IT infrastructure, Application & Cloud Services.
- 1+ years of mandatory NOC experience in similar environment would be an added advantage.
- 1+ years of Windows, UNIX or Storage administration skills would be an added advantage.
- 1+ years of excellent understanding of ITIL process with appropriate fundamental accreditation.
- Excellent communication skills, verbal and written (Should be able to communicate to global teams and senior management)
- Adapted to working under pressure and is comfortable multi-tasking in potentially high-pressure situations.
- Strong collaboration skills.
What’s in it For You?
Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
#LI-IL1
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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