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For your reference, we have included the original job posting below.
Application Management Analyst III
Job Number:
26971634
Company Name:
Dell
Job Location:
BR
Job Category:
Information Technology
Application Management Analyst III
Title: Application Management Analyst III Location: Brazil Job Description Provide I/T application support and operations functions for mission critical online applications utilized by Dell worldwide business users. Coordinate activities of cross functional teams within I/T and the business, to troubleshoot, isolate and correct issues impacting Dell's worldwide online business. Monitor application health/performance via standard tools and methods. Install application code changes into production environment . Report Application Incidents/Downtime to I/T management and business partners. Develop case-based documentation for the knowledge base. Identify and drive change to improve process or technology performance. Work with Problem Management team to identify recurring problems and drive to solutions. Perform QA and testing of code and launch code into production. Perform post-launch data and trend analysis on recurring patterns of issues. Remedy Trouble Ticket Management - The support analyst is responsible for responding to trouble tickets within assigned Remedy queues, then isolating and correcting systems issues in an effort to restore service as quickly as possible. This entails proactive monitoring of assigned online applications and taking appropriate action to avoid issues before they impact the business
Crisis Management - During crisis conditions, the analyst will be called upon to act in the role of problem facilitator to drive cross functional efforts of various teams toward issue resolution. The analyst must be able to interface with other support organizations within and outside of support organization of I/T. The analyst also must provide a clear channel of communications with business partners during and after the crisis to foster a positive business relationship.
Knowledge Management - Participate in development and documentation of key support information and resolution steps to ensure knowledge is shared consistently across all support teams.
Business Partner Interface - The analyst will have a direct interface to our business partners in the Dell's worldwide business segment. The analyst must exhibit excellent communication and customer service skills to present a positive image of the support organization.
Business knowledge - The analyst must quickly develop a thorough understanding of Dell's online business, their assigned set of applications, and the underlying business processes.
Abilities: This is a weekend day-shift position within a 24x7 support environment. The normal work week is Friday through Sunday 6 am to 7 pm. The candidate must be able to work this schedule. Qualifications Soft Skills Self motivated Strong troubleshooting skills Strong technical knowledge Customer Focused Communication skills (written and verbal) Task Oriented Detail oriented Resourceful Ability to work well under pressure Ability to deal well with ambiguity Experience with a complex web environment Fast learner, able to learn independently Strong leadership skills Knowledge of the Dell environment Very good verbal and written communication skills for a global environment. This is an English language position. English does not have to be your primary language but fluency is a must.
Technical Skills IIS SQL Strong Basic knowledge on networking concepts, including DNS. Oracle Weblogic Windows Server MS SQL Server XML Linux BigIP 3DNS Monitoring tools Network Topology Concepts Expert knowledge of Windows 2003 & 2008 operating systems and server administration tools. Expert knowledge using and administering Microsoft IIS and related applications. Expert understanding and support knowledge of Microsoft web applications and related technologies. Expert knowledge in networking tools and technologies related to the web and WAN/LAN telecommunications. Experience using monitoring tools in a web hosting environment. Experience with Microsoft SQL and Oracle databases and how they are involved in database driven web applications. support experience in a high profile web based environment
Master's degree in Engineering, Computer Science or related field plus 6 months experience in job offered or 6 months experience as Software Engineer/Computer Assistant is required. a Bachelor's degree 3 years of experience will be accepted in lieu of a Master's degree 6 months of experience. Demonstrated experience must include data modeling/design on databases including Teradata, Oracle, or SQL Server; Business tools including Microstrategy; design, deploy, analyze, and test hardware and software applications and systems.
