The Application Support Engineer is responsible to maintain high levels of service and ensuring all IT operations activities are performed. He/She is responsible to drive both internal and external teams to ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance.
He/She posseses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analyzing important reports covering service performance metrics and operations activities.
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• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Troubleshoot and resolve service health issues and gathering relevant parties to resolve impediments impacting service performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills
• Prepare and deliver status updates / report to management
• Log and track problem tickets relating to S1/S2 or high impact issues
• Support and assist in high severity incidents and drive problem management meetings
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Assist in high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
• Implement Response and Recovery Plans and activities relating improvements to service recovery
• Maintain processes, templates and SOP, website and information related to incident and problem management
• Assist senior leaders in disaster recovery planning and activities
Requirements / Qualifications
• Bachelor’s degree in computer science or other highly technical, scientific discipline
• 3-5 yrs of Technical / Application Support experience
• Proven experience of working efficiently in a cross functional team
• ITIL v3/v4 certification and strong service oriented experience / background
• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
• Ability to establish and manage processes and practices through collaboration and the understanding of business
