Job Responsibilities:
- Application Support: Provide first and second level technical support to end-users of the projects’ applications, troubleshooting and resolving issues in a timely manner.
- Incident management: Monitor and manage the application support queue, ensuring that issues are logged, triaged, and resolved within the defined SLAs.
- Root Cause Analysis: Perform root cause analysis on application issues, identifying the underlying cause and proposing solutions to prevent recurrence.
- Release Management: Participate in the deployment of new application releases, ensuring that they are properly tested and deployed in accordance with the change management processes.
- Maintenance: Work with the vendors team to ensure that applications are properly maintained and updated to meet changing business requirements.
- Documentation: Create and maintain documentation related to the applications, including standard operating procedures, and troubleshooting guides.
- Collaboration: Work with other IT teams, such as infrastructure, database, and security, to ensure that applications are properly integrated and secured.
- Process Improvement: Identify areas for process improvement within the application support function, proposing and implementing changes to improve efficiency and effectiveness.
- Training: Provide training to end-users and other IT staff on the use and maintenance of the applications.
Requirements:
- Strong analytical and problem-solving skills
- Possess positive work attitude, self-motivated in a highly demanding environment
- Excellent communication skills
- Able to work collaboratively with a diverse group of stakeholders
- Experience with application support tools and technologies
Good understanding of software development and maintenance processes
