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.

Responsibilities

• 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
• 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
• Develop/enhance appropriate processes and procedures.
• Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices
• Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.
• Adopting agile practice as part of support process aligned with regional/global
• Ensuring security and audit compliance for all the support deliverables
• Bachelor degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.
• At min 2 years of experience in IT business application support and operation background.
• Understand and practice SDLC and/or Agile software development.
• Fluent in-service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
• Excellent communication and interpersonal skills, and able to work well with cross-organizational teams.
• Excellent in analytical thinking, problem solving and negotiation skill.
• Excellent knowledge in handling business applications technicality and functionality.
• Excellent in customer service (customer focused) with a consultative style of communication when addressing issues and solutions.
• High capability to handle business / customer complaints and queries effectively.
• Good in technical capabilities in understanding application software architecture, development, support and operation.
• Highly motivated, results-driven, and able to multi-task.
• Experience in engaging with internal and external stakeholders on defining business requirements.
• Flexible and committed. As when required during critical incident or event to work beyond office hours/ different time zone.
• Well-versed with any ticketing system and monitoring system.
• Good technical background on Java, .Net and any other software / programming languages.
• Good knowledge and skill in database such as Cosmos DB, 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.