Job Description
- Provides day-to-day application support for reported production issues and resolve within the
- stipulated Service Level Agreement (SLA) as per classified severity; not limiting to the following:
- Knowing and understanding the issue,
- Investigate and perform analysis to determine root cause(s),
- Provide corrective a nd preventive solution,
- If required, escalate case to L3 or technical support for further investigations,
- Ensure successful and timely completion of application batch jobs,
- Propose improvements to address recurring issues and
- Close monitoring gaps.
- Support implementation of changes in accordance with the standard operation procedures to ensure smooth rollouts / deployments,
- Identify opportunities for automation to minimize manual task and
- Provides after office hours standby duty support where allowances, off-in-lieu or equivalent will be given as per required:
- One week of standby duty for every one to two months,
- Ad-hoc activation to be onsite for urgent production issues and
- There may also be occasions whereby support duties are required outside of working hours /
public holidays for a short-term basis upon clients’ requests.
Requirements
- Minimum Diploma in IT related discipline
- 1 year or more working experience in IT industry
- Strong problem investigation and solving skills,
- Has an analytical mindset and able to understand business and functional concepts,
- Proactive and self-driven and able to work under pressure with a high sense of urgency,
- Basic knowledge of Java programming and has some hands-on coding experience,
- Possess SQL knowledge and able to construct basic SQL queries,
- Able to understand and grasp concepts of users’ interfaces, client-server environment, web technology, operating systems (Unix & Windows), database and middleware,
- Ability to work effectively both independently & within a team,
- Good communication skills for interaction with both internal and external stakeholders of all levels (Internal teams, clients, external / other 3rd party vendors and management),
- Experience with writing scripts for automation will be an advantage and
- Experience working with IT ticketing systems will be an advantage
