Job Objectives
· To provide proactive, timely, effective and efficient support to the business users
· To perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs
· To own issues and projects, 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
Key Responsibilities
· The Production Support person is responsible for managing the Enterprise Data Management including web GUI, SQL database and Tectia SFTP batch scripts.
· Work in the Production support team; Provide front-line support for incoming issues to ensure timely and effective resolution of user issues, queries and projects
· Adopt standard Incident and Problem Management workflow and processes, i.e. timely ticket, defect and incident loggings, proper change management process, and quality issue/impact emails
· Actively manage all incidents and issues to proper closure – escalate issues as appropriate to necessary teams and management
· Analyse, document and track all actions taken throughout the lifecycle of the issue including decisions made, successful and unsuccessful actions taken, and final steps executed for resolution. Evaluate documented resolutions, analyse trends, and make recommendations to prevent future occurrences of similar issues
· Participate and collaborate with the development team in requirements gathering, clarification, and analyse impacts on issue or users requirements
· Assist the application development team as needed by validating fixes or enhancement to ensure problems have been adequately resolved
· Embrace standard Change Control Management practices, procedures and guidelines for application releases
· Engage vendor to provide solutions for the stability and sustainability of the production environment.
· Participate in annual DR/BCM activities or infrastructure related upgrade
· Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Key Requirements
· Knowledge in HIS Markit EDM solution, MS SQL database, Windows/Tectia scripts, control-m job scheduling
· Degree in Computer Science / Engineering or related disciplines
· 2-5 years of hands-on application management experience, preferably in the Asset Management business
· Strong skills in Windows batch, Tectia scripting, MS SQL Database, BMC Control-M Scheduler
· Good team player, Independent , proactive and self-starter with excellent interpersonal and communication skills
Good to have:
· Basic understanding of the front to back of Asset Management operations
· Experience working in an ITIL-driven environment, and working knowledge of ITIL principles
