Job Description

Key Objective

Providing application delivery support to meet business need global/regional based.
Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.
Design and implementation of support processes using ITIL best practices.
Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.

Responsibilities

Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.
Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.
Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.
Adhere to compliance policies and enforce operation procedure
Drive for operational excellence of business-as-usual processes.
Provide regular and accurate reports to stakeholders as appropriate
Prepare achievable/improvement plans and track activities schedule
Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
Participate in the planning and coordination of regular product releases/enhancement
Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
Identifying, assessing and managing risks to the success of business-as-usual processes.
Participate in the planning and coordination of quarterly product releases for our customer base.
Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
Liaise with the various local and international support groups for Incident and Request Tasks escalation
Act as incident manager and communicate outages to respective stake holders and management
Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
Develop/enhance appropriate processes and procedures.
Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices
Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.
Adopting agile practice as part of support process aligned with regional/global
Ensuring security and audit compliance for all the support deliverables

Qualifications

Bachelor degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.
At min 2 years of experience in IT business application support and operation background.
Understand and practice SDLC and/or Agile software development.
Fluent in-service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
Excellent communication and interpersonal skills, and able to work well with cross-organizational teams.
Excellent in analytical thinking, problem solving and negotiation skill.
Excellent knowledge in handling business applications technicality and functionality.
Excellent in customer service (customer focused) with a consultative style of communication when addressing issues and solutions.
High capability to handle business / customer complaints and queries effectively.
Good in technical capabilities in understanding application software architecture, development, support and operation.
Highly motivated, results-driven, and able to multi-task.
Experience in engaging with internal and external stakeholders on defining business requirements.
Flexible and committed. As when required during critical incident or event to work beyond office hours/ different time zone.
Well-versed with any ticketing system and monitoring system.
Good technical background on Java, .Net and any other software / programming languages.
Good knowledge and skill in database such as Cosmos DB, MSSQL, MySQL, Oracle, etc.
Good knowledge in API, webservices and other integrations technologies.
Advanced and depth knowledge in SQL Query / PLSQL
Understand either practice or adopting Agile methodology and understand of Scrum methodology.
Some understand and adopting cloud computing (Azure) / solutioning.

Application Support Engineer

IT Service Desk Support Level 1

Operations Lead (Digital Systems) - Remote (Contractor)