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  • Posted: Dec 16, 2014
    Deadline: Not specified
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    Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, Ikeja Electricity Distribution Plc (Ikeja Electric), Nigeria's largest power distribution network powers lives and businesses with innovation and unwavering drive for excellence. The company began its new phase of growth and expansion on Nove...
    Read more about this company

     

    Application Support Analyst

    Overview of Role:
    To provide high quality operational and technical application and systems support to IKEDC’s customers and internal business functions

    Accountabilities

    Infrastructure Support 70%
        Provide Tier 3 application support on complex internally and externally developed applications
        Administer and maintain all production and internal environments
        Application monitoring,performance tuning and testing
        Maintain system stability and high availability
        Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems
        Manage problems from identification through to deployment
        Applying database and operating system upgrades and updates
        Deploy application releases and configuration changes
        Develop implementation, backup and roll-back plans
        Act as a technical resource for internal and external projects
        Adhere to appropriate departmental and company procedures and policies(i.e. change control, security and auditing, release, configuration, problem and incident management)
        Maintain good working relationships with internal departments as well as third-party vendors and hosting providers

    Personal and Team Development 20%
        Share/spread knowledge with team members as well as internal teams(client services,service desk,development)
        Pro-active in maintaining and increasing the teams and your own technical knowledge
        Identify training needs or requirements for yourself individually and for the team

    Documentation 10%
        Ensure incidents and problems are up-to-date
        Ensure release and configuration request are up-to-date with appropriate and backup plans
        Ensure all technical and non-technical documentation are up-to-date

    Knowledge & Key Skills

    Personal Qualities
        Strong customer service and support focus with a desire to deliver a high quality service
        Self-motivated and highly professional with ability to take owner ship and responsibility
        Ability to multi-task,work under pressure and to tight deadlines
        A desire to learn and improve skills and knowledge
        Fastlearner, energetic and enthusiastic
        Adaptable and flexible to business demands
        Positive‘can-do’attitude
        Team player

    Functional Skills and Experiences
        3+years’experience in an hands-on application support lead/manager role
        Extensive problem solving and debugging skills
        Ability to independently apply production upgrades and support the products and technologies
        Experience in providing services to agreed SLA’s and OLA’s
        Excellent organizational, interpersonal and communication skills
        Flexible in working out side of core business hours at short-notice

    Technical Skills and Experiences
        3+ years’ experience in administering Linux and Windows 2008 Server environments
        Experience with supporting multi-tier infrastructures
        3+ years’ experience in supporting and administering Microsoft SQL Server RDBMS
        Experience in supporting Microsoft Windows Server 2008 Application and Web Servers
     
    Desirable
        Oracle Database Administration
        Scripting(Perl, VBScript)
        Technical degree/qualification
        ITIL Problem Management Certification

    Critical Success Factors
        Achieving high levels of user satisfaction
        Demonstration of ownership of problems
        Measured contribution towards the reduction of aged problems
        Measured contribution towards maintaining a level of expectations with customers internally/externally for services provided
        System availability meets agreed SLA
        Incidents and problems are resolved within OLA and SLA
        Delivering projects within agreed time frames
        Compliance with departmental procedures and policies

    Contact Purpose

    Infrastructure Analysts
    Knowledge sharing,troubleshooting issues,planning application releases and system changes,communicating resolutions and updates.

    IKEDC Staff
    All staff meetings,answering queries,troubleshooting and escalating issues,communicating resolutions and updates,technical resource on projects/implementations

    IT Infrastructure Team Lead
    Individual and team meetings.

    Customers
    Technical escalation point,troubleshooting issues,testing,communicating updates/progress

    Method of Application

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