Job Role
• To provide proactive, timely, effective and efficient support to the business users in the Enterprise domain.
• To perform production support activities which involve assignment of issues, issue analysis and resolution within the specified SLAs in the Enterprise domain.
• To own issues and initiatives in the Enterprise domain, and work with the various teams to develop solutions for the users.
• To collaborate with business partners, third party vendors, and technology teams to facilitate the support process and work toward timely and effective issue resolution
Responsibilities:
• Work in the Enterprise domain support team; provide proactive, timely, effective and efficient support to the users in the Enterprise domain space
• Adopt standard Incident Management workflow and processes, i.e. logging incident tickets in a timely manner, following proper Change Management processes, and broadcasting quality issue/impact emails to stakeholders
• Embrace standard Change Control Management practices, procedures and guidelines for application releases and roll-outs
• Participate and collaborate with the Development team in requirements gathering, clarifications, and analyse impact on issues or users’ requirements
• Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved
• Participate in annual DR/BCM activities or infrastructure-related upgrades
• Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
• Troubleshoot 2nd level technical support issues by identifying the root cause and working closely with users and various IT teams
• Be the important bridge between Users and Development team and provide regular updates to all relevant parties
• Articulate and escalate the support issues with detailed investigation/ findings to the Development team if it requires any code change
• Manage and follow up on Problem tickets (those issues escalated to Development team) to make sure that they are resolved and that any implemented fixes are rolled out into Production
• Be the main gate keeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes
• Be proactive to identify any potential risk(s) in upcoming Production environment changes, and flag that to the Development team or Users
• Participate in testing to ensure that only quality defect fixes are rolled out into Production environment
• Identify areas of improvement to drive down the support volume
• Perform system monitoring and set up alerts to improve incident resolution times
• Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution, identify root cause and corrective actions, and track improvement actions until closure in compliance with the bank standards.
• Review incidents and ensure agreed Service Level Agreement (SLA) are met with various business stakeholders.
Requirements:
• Good team player, independent, proactive and self-starter with excellent interpersonal and communication skills
• Strong analytical and good problem-solving skills
• Ability to work in a fast-paced and team-oriented environment
• Able to adapt to a dynamic change environment, provide on-call 24/7 support and have a positive attitude towards learning on the job.
• 2 – 5 years of hands-on support experience in BMC Remedy, K2 software
• Experience in working with some of these technical platforms or programming languages – MS Windows, Unix, SQL, Unix scripting, Control-M
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred
