Job Description:

• Graduate of a bachelor’s degree in computer science or equivalent courses

• May have experience in providing support to customers using incident, requests, problem and change management.

• Led or performed similar role or as primary support role for one or more service or technology area.

• May have worked to a minimum of 2-year technical knowledge of the applicable technology that you will be responsible for the list of technologies below, marked in bold are major technologies.

o Application Management: Application Support, Application Development, Application Testing

o Batch Job: Filetransfer, Feedhub, Autosys and Batch

o Webhosting/Middleware: Weblogic and JBOSS

o Database: Oracle, MySQL and SQL

o Monitoring tools: Dynatrace, Splunk, Grafana, Kibana, Azure App Insight

o Platform: Linux, RedHat and Windows

o Cloud Technologies: Microsoft Azure (IaaS, PaaS), Web

o Scripting/ Automation: Powershell, Bash, Ansible and Artifactory o DevOps: Jenkins, GitHub, AutoRabit

o Ticketing Tools: Jira-Confluence, SNOW, SM9

Others: Informatica, OpenShift, EDH, Cognos

• Candidate must be able to demonstrate troubleshooting and problem-solving skills.

• Demonstrated leadership skills in a collaborative working environment.

• Possess knowledge in IT Infrastructure and System Administration

• Candidate must demonstrate excellent verbal and written English communication skills.

• Excellent understanding of ITSM\ITIL processes, preferably ITIL foundation certified.

Description

The Application Operation support engineer in the Delivery organization is an important role making sure critical applications used by the customer is up and running to cater to business requirements. Bringing together the competencies in the areas of incident, change, problem, capacity and performance and configuration management and specifically owning the availability assessment. Focusing ultimately on the availability of our services and presenting the team’s performance to the supported accounts.

Responsibilities

• Responsible for Technical Content of the Incident Management Services.

✓ Build strong working relationship with Technical Supervisor, Customer Service Agent and tower support and technology teams.

✓ Good awareness of the customers business and in-depth knowledge of the customer’s environment and support processes.

✓ Complying with the ITSM & SLA standards by observing the Incident Management lifecycle processes.

✓ Be proactive to anticipate issues or situations which impact service availability and critical response time, and take necessary mitigation steps escalating to management’s attention, where appropriate.

✓ Support and assist the Technical Supervisor for documentation libraries for responsible areas, ensuring compliance with internal standards; also accountable for updating the documentation.

✓ Be the escalation of Application Operations Support Engineer 1, you will be responsible in working with the vendor and with the customer as needed.

✓ Be responsible in creating and updating technical documents the Level 1 engineer will follow for support.

• Multi-disciplinary process quality definition / improvement.

✓ Contribute in quality and productivity improvement projects, providing analysis of information.

✓ Ensure the following of processes and best practices outlined by the Technical Supervisor and Management.

✓ Provide technical consultation as Subject Matter Expert (SME) to the Shift Manager / Ops Lead or Service Run Lead.

• Technical Skill Levels & Training requirements.

✓ Follow training plans, requirements and schedules as outlined by the Technical Supervisor.

✓ Complete and keep up to date with all Mandatory trainings. (ITSM, Security Fundaments, Standards of Business Conduct, Environmental Health and Safety, Standards of Personal Conduct)

• Case Management

✓ Ensure all cases are acted upon conscientiously and in the framework expected according to the SLA.

✓ Provide clear and unambiguous communication within Incident Management case tools with frequent and timely updates.

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