IT Application Support Engineer

Key Objective

• Providing application delivery support to meet business need global/regional based.
• Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.
• Design and implementation of support processes using ITIL best practices.
• Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries

• Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.

• Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.
• Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.
• Adhere to compliance policies and enforce operation procedure
• Drive for operational excellence of business-as-usual processes.
• Provide regular and accurate reports to stakeholders as appropriate
• Prepare achievable/improvement plans and track activities schedule
• Ensure support plans are defined for all projects and appropriate support staffing plans are included in project funding
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Participate in the planning and coordination of regular product releases/enhancement
• Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
• Identifying, assessing and managing risks to the success of business-as-usual processes.
• Participate in the planning and coordination of quarterly product releases for our customer base.
• Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
• Liaise with the various local and international support groups for Incident and Request Tasks escalation
• Act as incident manager and communicate outages to respective stake holders and management
• Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
• Good technical background on Java, .Net and any other software / programming languages.
• Good knowledge and skill in database such as MSSQL, MySQL, Oracle, etc.
• Good knowledge in API, webservices and other integrations technologies.
• Advanced and depth knowledge in SQL Query / PLSQL
• Understand either practice or adopting Agile methodology and understand of Scrum methodology.
• Some understand and adopting cloud computing (Azure) / solutioning