Job Descriptions:
- Oversee the escalation and resolution of complex technical issues, ensuring that all incidents are handled promptly
- Create and maintain job schedules, job tracking, client communications, team communications, web reports, and other documents
- Solves critical issues of the system and understanding the problems with the software systems
- Work closely with the development team to report bugs, request patches, and follow up on issue resolution
- Ensure timely and effective resolution of technical incidents in line with service level agreements (SLAs) and customer expectations
- Provide root cause analysis techniques to determine cause and resolve complex system issues
- Work with the development and IT teams to report bugs, request patches, and follow up on issue resolution
- Conduct application testing, support client application testing; collect and summarize test result
- Assist with product rollouts, system upgrades, and other initiatives
- Lead the improvement of service and change processes, procedures, and outcomes, in alignment to ITIL practices
- Proactive management of production services by measuring and monitoring availability, latency, throughput, user journeys and overall system health
- Continuously review and improve application support processes and workflows to enhance operational efficiency
- Maintain a knowledge base of know defects, issues, process, techniques
- Manage client expectations on an ongoing basis
Requirements:
- Diploma / Bachelor’s Degree in Computer Science, Engineering, or a related field
- Minimum 3 years of relevant experience in application/ technical support
- Knowledge of ITIL or similar service management frameworks is preferred
- Strong knowledge of technical troubleshooting, including hardware, software, networking, and operating systems
- Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues
- Must be comfortable working in a 24/7 support environment, including rotating shifts, nights, weekends, and public holidays
