RESPONSIBILITIES:
- Responsible for primary application support, problem tracking, diagnosis, replications, troubleshooting, and resolution of client problems.
Coordinate with Application Development team for support and resolution of issues.
- Provide support based on phone requests during designated hours of operation as specified in the Support Plan.
This will include after office hours support and activation on a rotation basis from Data Centre.
- Determine type of issue by First level support & perform second Level investigation support (data, application use, procedure and/or process, system, network, etc.) and route help desk tickets to the group responsible for the successful resolution.
- Track helpdesk tickets to identify technical issues and either resolve those issues or escalate them to the responsible party (i.e.: identify server, network, or database issues and reassign to the appropriate team).
- Gather and analyze data metrics to provide trend analysis report as part of capacity management to ensure system performance is sustainable & recommend action plans for expansion.
- Perform technical evaluation of requests from help desk tickets and operational departments and participate in defining requirements from a technical viewpoint.
- Perform weekly statistical extraction for trend analysis, support application enhancement deployment ,compliance tasks such as key renewal & Infrastructure upgrade support
- Perform other adhoc tasks assigned by team leader when appropriate for instance specific monitoring for key merchants promotion.
QUALIFICATIONS:
Degree in IT or other related discipline.
EXPERIENCE:
- Minimum related experience of not less than 5 years in the production support environment and prefer to possess the below technical skills
- Programming Language: Java – J2EE Platform
- Java technologies: J2EE (Servlets, JSP, JavaBeans), J2SE (JFC/Swing, SWT), JDBC, JavaMail, Jakarta Struts Framework, Spring Framework, Hibernate, Jasper Reports, JOOReports, Java Comm API, JMS, EJB
- Java IDE's: Open JDK1.8, Eclipse for Java, Visual Age for Java, NetBeans, JBuilder
- Application servers: JBOSS EAP 7.X, Jakarta Tomcat, JBCS 2.4.37, Blazix
- Other Softwares: MS Office, Open Office, ELK, Zabbix, Bash Scripting.
- Database: Oracle 19C, MySQL 5.7/8x.
Proficient in SQL scripts to support data extraction/statistics & adhoc queries - Operating Systems: Linux, MS Windows
COMPETENCIES:
- Good communication and interpersonal skills.
- Good analytical and problem-solving skills who can analyze issues holistically and propose a solution.
- A team player who can assist team members when needed.
- Able to anticipate customers' need within own area of work and partner with customers to achieve win-win situation.
- Strong knowledge and hands-on experience in SQL scripts and Bash scripting is an added advantage.