Lead Application Support
1 month ago
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
Tell employers what skills you have
Troubleshooting
Hardware
Service Management
Job Descriptions
Root Cause Analysis
Throughput
Service Level
Written Communication
IT Operations
Application Support
Networking
Operating Systems
ITIL
Technical Support
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