Job scopes
- Provide application maintenance support
- Perform application testing and closure of application defects
- Provide production support to users, handle user queries and resolve production issues.
- Provide resolution / workaround to issues and problems reported.
- Liaising with external systems in resolving production issues when necessary.
- Ensure service level agreements are met and escalate whenever required
- Ensure all assigned deliverables are completed on time and to the required level of quality.
- Identify, log, monitor and escalate issues/outages and ensuring timely assignment and resolution of incidents to meet SLA's
- Proactively preventing the occurrence of incidents, problems and errors, via the identification, investigation and resolution of client and/or organizational Service Management issues
- Deliver appropriate and effective communications to client/management and/or 3rd party vendor on issue escalation and resolution at all stages
- Proactive prevention of problems via trend analysis, targeting support action and communication
- Discover, analysis and document accurate information to support the effective management of events through its relevant process such as Change, Incident and Problem Management
- Establish and maintain good relationships with clients and other third party vendors.
- Ensure adherence of existing and new processes and process changes for completeness, consistency and conformity to Service Management documentation standards (including naming standards policy guidelines, etc)
- Governance of ITIL disciplines ensuring compliance to industry and internal audit controls are met
Job requirements
- Bachelor's Degree in Computer Science or any related discipline
- Min 3 years of relevant experience
- Proficient in PEGA Rule Process Commander, Care Management Framework PEGA 7
- PEGA Certification is a plus
- Experience in executing project releases on Pega PRPC BPM platform.
- Exposure in executing large BPM engagements through the complete SDLC lifecycle.
Thank you for your interest!
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Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547
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