Applications Support (L2)

Roles and Responsibilities:
 

• 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 and 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:

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,

- Experience with writing scripts for automation will be an advantage and

- Experience working with IT ticketing systems will be an advantage