Application Support Analyst

- Taking ownership to manage and resolve queries and incidents reported into the team - Maintaining accurate documentation of incidents, requests, resolutions, and procedures - Providing timely and efficient support across the Vaultex business - Developing training skills to enhance technical skills - Promptly triaging application team tickets, offering solutions or workarounds to incidents, problems, and requests - Analyse and diagnose issues to identify root causes, implementing solutions or escalating when necessary - Meet KPIs and SLA thresholds, working to reduce overall incident and request counts - Manage potential safety and major incidents throughout their lifecycle, maintaining logs of critical incidents - Collaborate with third parties and subject matter experts for 3rd line support - Coordinate with Application Delivery and key application owners for product updates and changes - Maintain exceptional customer service skills, ensuring positive user experiences - Identify and support process optimization opportunities, contributing to the implementation of proposed solutions - Contribute to service management process improvement and product enhancement initiatives - Collaborate with other departments to improve cross-functional communication - Provide technical assistance and training to users on various software applications and tools - Take part in the Application Team review meetings, providing constructive feedback to other team members