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
Requirements
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
Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding
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
Good technical background on Java, .Net and any other software / programming languages
Good knowledge and skill in database such as 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
