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Enterprise Application Support Specialist
2 months ago
We are seeking a highly skilled Enterprise Application Support professional to join our team at D L RESOURCES PTE LTD. As an Enterprise Application Support Specialist, you will be responsible for providing proactive, timely, effective, and efficient support to our business users in the Enterprise domain.
Key Responsibilities:- Work in the Enterprise domain support team, providing support to users in the Enterprise domain space.
- Adopt standard Incident Management workflow and processes, including logging incident tickets, following proper Change Management processes, and broadcasting quality issue/impact emails to stakeholders.
- Embrace standard Change Control Management practices, procedures, and guidelines for application releases and roll-outs.
- Participate and collaborate with the Development team in requirements gathering, clarifications, and analyzing impact on issues or users' requirements.
- Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved.
- Participate in annual DR/BCM activities or infrastructure-related upgrades.
- Participate in bimonthly Post OS Patching verification for Enterprise applications.
- Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Troubleshoot 2nd-level technical support issues by identifying the root cause and working closely with users and various IT teams.
- Be the important bridge between Users and Development team and provide regular updates to all relevant parties.
- Articulate and escalate the support issues with detailed investigation/findings to the Development team if it requires any code change.
- Manage and follow up on Problem tickets (those issues escalated to Development team) to make sure that they are resolved and that any implemented fixes are rolled out into Production.
- Be the main gatekeeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes.
- Be proactive to identify any potential risk(s) in upcoming Production environment changes, and flag that to the Development team or Users.
- Participate in testing to ensure that only quality defect fixes are rolled out into Production environment.
- Identify areas of improvement to drive down the support volume.
- Perform system monitoring and set up alerts to improve incident resolution times.
- Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution, identify root cause and corrective actions, and track improvement actions until closure in compliance with the bank standards.
- Review incidents and ensure agreed Service Level Agreement (SLA) are met with various business stakeholders.
- Good team player, independent, proactive, and self-starter with excellent interpersonal and communication skills.
- Strong analytical and good problem-solving skills.
- Ability to work in a fast-paced and team-oriented environment.
- Able to adapt to a dynamic change environment, provide on-call 24/7 support, and have a positive attitude towards learning on the job.
- Must have: 2-5 years of hands-on support experience in BMC Remedy, Control-M.
- Experience in working with some of these technical platforms or programming languages - MS Windows, Unix, SQL, Unix scripting.
- Good to Have: Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes preferred.
- Familiar with Geneos, Splunk, PGP, SSL.
- Knowledgeable with Workday.
