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Job Description:

The position is responsible for providing maintenance support including code fix to different HK applications.  The main services that will be provided are:

• Incident Handling:  Issues/tickets reported by the Business or users
• Service Request fulfillment: Related to ad hoc or non-incident related requests from the business or users
• Problem Management:  Related to finding the root cause of recurring issues and driving for the implementation of the permanent fixes.

Detailed description of tasks:

• For Incident Tickets: Accept, assign and handle IM tickets when they come in. Driving for the resolution of these issues via quick fix or implementation of permanent fix (code change, etc.) as needed.
• Ensure that business and users are kept well informed of the progress of the IM tickets raised up to resolution.
• For service request tickets, ensure proper coordination with business or users regarding their SR requests to ensure details and requirement are complete
• Actual facilitation of the service request can range from quick inquiry, data extract, report or validation requests.
• For Problem Tickets:  ensure proper root cause analysis activities are done. Coordinating with different teams/groups involved in the recurring/major issue. And plan is created to address/implement the permanent fix.
• Position is also expected to perform daily health check/monitoring as well as manual testing via mobile or web and on occasion planned validation over the weekend or night depending on the schedule of the change/activity affecting the application supported.
• Position also requires data gathering and analysis for Usage report creation.
• Identify and escalate issues/risks/highlights of the team.

Skills Requirement

• Candidate should have at least 2 years of experience working with the following:
  • Required Skill:
    • Visual Basic 6, VB.net, C#.net, JAVA
    • SQL (Oracle or MS)
    • Crystal Reports
  • Ionic
  • Angular
• Candidate should have at least 2 years of experience working in a production support team.
• Candidate has at least 2 years of experience working with digital apps (i.e. websites or mobile apps)
• ITIL Service Management certified is a plus
• Have experience using a ticketing tool for at least a year (SNOW experience is a plus)
• Has good communication skills. Having at least 1 year of experience working directly with business client.
• Has good analytical and problem-solving skills.  If candidate has any certified trainings related to this, it will be a plus.

Job Category:

IT - Application Development

Posting End Date:

15/12/2024