Role and Responsibilities
Incident Response and Triage:
Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
Create ticket if necessary
Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.
Implement fixes and workaround: data patching, educate end users on workaround, configuration adjustments.
Consult development teams for resolution if required.
Escalate to relevant development teams if involved codes fixings or system enhancement.
Schedule Maintenance Support:
Communicate with external agency on the scheduled maintenance before and after maintenance.
Apps testing after maintenance
Ensure app services back to normal after maintenance
Perform BAU Activities:
Monitor performance and availability of applications
Monitor successful runs of batch jobs
Pre-requisites:
Technical Skills
Troubleshooting and analytical skills
Knowledge of log analysis and debugging techniques
Basic understanding of SQL and database querying
Familiarity with monitoring tools and systems
Understanding of application architecture and infrastructure
Education/Professional Background
IT-related degree or equivalent experience
Experience in application support
Knowledge of incident management
Soft Skills
Good communication skills (written and verbal)
Strong problem-solving abilities
Good time management and prioritisation skills
Ability to work under pressure
Customer service orientation
Positive Attitude & Mindset
Proactive approach to problem-solving
Willingness to learn and adapt to new changes
Team player with collaborative mindset
Takes ownership of issues through to resolution
Open to feedback and continuous improvement
Shows initiative in identifying and suggesting process improvements
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