Job Description
The goal of the Application Support team is to ensure an effective and responsive first and second level of support for all the applications under its scope.
This team is also responsible to maintain, guarantee and improve the current service provided by the transversal applications by identifying root causes, suggest and implement improvements on the current processes. The team also following strictly the ITIL practices on their daily activities.
In addition to the daily application support activity, the Application Support team contributes to the definition of non-functional requirements that a new application must respect before going in production. Moreover, it participates in the definition and implementation of projects to reduce support activity needed on critical systems.
Responsibilities:
Technical support on applications, both locally developed and third parties internally hosted
Internal end user/external counterparties support / communications
Main Activities:
Monitoring the application status
Monitoring the infrastructure server resources
Replying and taking in charge the incoming phone calls or ITSM support/incident tickets
Tracking all the incoming requests on the ticketing system
Updating the progress of the execution of all tasks in the ticketing tools
Assessing the priority of the incoming requests involving the key people who might be helpful define it
Performing the analysis, planning all technical tasks required and executing them
Defining tactical solutions to resume processes as quick as possible
Contributing to find out the incident root cause
Engaging the proper escalation path for all situations
Adopting the global and departmental guidelines, IT best practices and IT Security recommendations
Guaranteeing the on-call availability during the required time windows or at the weekend for extraordinary activities
Acting as the first point of contact for all tasks/enquiry related to production
Managing the communication with internal end-users and external clients for the topics in-scope
Main Tasks:
Support the business in their IT needs and understand the business workflows and scenarios
Maintaining a proper coverage in their designated shift
Voluntarily picking up work and tasks as received over email, phone or in person
Provide business, team members and other project/task partnering teams updates on the issue/task/project
Understand the underlying issue and the associated patch fix/release and identify systemic issue
Contribute towards better post-release checkouts
Improving day to day tasks by writing scripts and automate tasks that are procedure oriented
Availability to work during Holidays / Weekends as per pre-defined needs and on a rotational basis with the rest of the team
Qualifications Technical Skills:
ITIL
Linux red hat
Devops tool Chain (Jenkins,…)
Oracle Exadata
ETL (IBM Data Stage preferable)
CFT
Autosys
Dynatrace
Soft Skills:
Autonomous and proactive person
Team player
Think out-of-the box and come up with new ideas/ improvements for the processes
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