Summary

S/He provides a high level of service and exceptional advanced system-level and technical support to client end users of all applications. Position requires advanced knowledge of several systems, applications and technology. Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and client satisfaction. Works with outside departments to understand end user support requirements, educate, and train on current applications.

Responsibilities

• Provide support for operating systems, mobile solutions, applications and software
• Provide technical support to teams within the organization, and to external clients when required including, but not limited to, serving as primary first tier and second tier support. Manage and close application ticket raised on the help desk and ensure resolutions of all production applications
• Maintain and update technical documents and procedures
• Delivering regular and customized training to teams within the business
• Preparing maintenance plans and upgrading schedules for the organization’s systems and applications
• Management of uptime availability of all business applications
• Assist with systems deployments and integrations in the production systems. Maintain the enterprise Release Schedule, across Production and Non-Production environments, by partnering with IT application and infrastructure teams (including internal resources and 3rd party service providers).
• Administer and manage all upcoming plug-ins, new service packs, releases, versions and ensure effective implementation on production to provide better services.
• Scheduling and dissemination of client campaign materials

Requirements

• Minimum of a first degree or its equivalent in a business /IT related discipline
• ITIL Certification would be an advantage

• 2+ years of experience in design, developing and support solutions
• Experience in relational database management
• Experience in the support and management of telephony and CX collaborative tools
• 2+ years in supporting web and console applications
• Ability to learn and up-skill quickly on customer solutions
• Exceptional analytical and problem-solving skills
• Excellent communication, negotiation and inter-personal skills
• Demonstrates the ability to learn and improve troubleshooting skills

• Core SFIA 6 Skill Requirements
• Data Management (DATM 4)
• Availability Management (AVMT 4)
• Service Level Management (SLMO 4)
• IT Operations (ITOP 2)
• Database Administration (DBAD 4)
• Problem Management (PBMG 3)
• Application Support &Management (ASMG 4)

Other SFIA 6 Skill Requirements

• Requirements Definition and Management (REQM 2)
• Learning Delivery (ETDL 3)

Other Required Knowledge and Capabilities

• Proficient knowledge of infrastructure design, implementation and operations
• Proficient knowledge of infrastructure and service delivery
• Proficient understanding of service management tools for event management, provisioning and monitoring
• Good knowledge of enterprise applications systems
• Proficient knowledge of database architecture
• Good strategic planning and management skills