System Support Analyst (Java/.NET) | Contract

Role Summary

We are seeking an experienced Senior System Analyst to support the delivery, maintenance, and continuous improvement of mission-critical applications supporting the financial services industry. Working within an Agile environment, you will be responsible for application production support, incident and problem management, system enhancements, and ensuring the stability, availability, and performance of enterprise systems.

This role requires close collaboration with business users, vendors, infrastructure teams, and development teams to deliver reliable IT services while driving operational excellence and continuous improvement.

Key Responsibilities

Application Support & IT Service Management

• Manage the day-to-day operations and support of enterprise applications, ensuring high system availability and service reliability.
• Monitor application performance and proactively identify opportunities to improve system stability, performance, and operational efficiency.
• Manage and coordinate incident, problem, change, release, and service request activities to ensure timely resolution and compliance with service level agreements (SLAs).
• Perform root cause analysis for production incidents and collaborate with vendors and technical teams to implement preventive measures.

System Analysis & Implementation

• Review system designs, functional specifications, and technical documentation to ensure business and technical requirements are accurately captured.
• Support system implementation activities, including application deployments, software and hardware upgrades, and security patching.
• Coordinate and validate software patches, system upgrades, and production releases to ensure successful implementation with minimal business disruption.
• Participate in system testing, deployment planning, and post-implementation reviews.

Vendor & Stakeholder Management

• Manage outsourced vendors and internal contractors to ensure timely delivery of application support and project objectives.
• Work closely with business users, development teams, infrastructure teams, and external vendors to resolve technical issues and deliver system enhancements.
• Communicate technical issues, risks, and recommendations effectively to both technical and non-technical stakeholders.

Continuous Improvement & Governance

• Drive continuous service improvement initiatives to enhance system reliability, operational processes, and support capabilities.
• Ensure operational procedures, technical documentation, and support knowledge bases are maintained and kept up to date.
• Support compliance with IT governance, security policies, and operational standards.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, Software Engineering, or a related discipline.
• Minimum 3 years of experience in application production support, system analysis, or IT operations within an enterprise environment.
• Hands-on experience supporting Java and .NET applications across both Unix/Linux and Windows environments.
• Solid experience in:
  • Application Production Support
  • Incident, Problem, Change, and Release Management
  • Root Cause Analysis (RCA)
  • Application Deployment and Production Support
  • SDLC and Agile delivery methodologies
• Experience working with business stakeholders, development teams, infrastructure teams, and external vendors.
• Working knowledge of web technologies such as HTML, CSS, and JavaScript.
• Familiarity with relational databases such as Oracle and Microsoft SQL Server.
• Experience supporting application servers such as Microsoft IIS and IBM WebSphere Application Server.
• Good understanding of systems integration within complex enterprise environments.
• Excellent analytical, troubleshooting, and problem-solving skills with the ability to resolve production issues under tight timelines.
• Excellent communication, stakeholder management, and interpersonal skills.
• Self-motivated, adaptable, and able to work independently in a fast-paced environment.
• ITIL Foundation Certification or formal ITIL training is good to have.