Job Description

Experience/Skill/Capability Requirements

• Bachelor's and/or Master's degree in Computer Science, Engineering or related technical discipline
• 5+ years of IT professional experience within a global organisation
• 2+ years' experience with R6 Concept to Cash platform
• 2+ years' experience in Telecommunications service
• 2+ years' experience of support analyst experience with in-depth ITIL framework knowledge

Job Responsibilities and Accountabilities

• Responsible for resolution of Level 1 and Level 2 incidents in accordance with established Service Level Agreements
• Carry out investigation by studying the service logs, troubleshooting guides to identify the cause of the issue and carry out necessary steps to provide L1/L2 resolution to the incident and reinstate the operational service
• Be available 24 x 7 on ROTA to investigate and resolve Priority 1 and Critical incidents.
• Manage the incident with Level 3 / Level 4 teams. i.e., be responsible for managing the end to end resolution of tickets that includes raising ticket with Level 3 / Level 4 teams and following up with them until the incident is resolved.
• Report progress of incident resolution in an unambiguous and timely manner
• conduct thorough impact and root cause analysis of the incident and publish the findings in the form of incident report
• Create or update knowledge articles based on the incident and problem learning.
• Create and update knowledge articles to improve process adherence, to provide how-to/self-service guidance in order to reduce end-user dependency on operations team
• Responsible for deployment of application code or configuration changes in the production environment
• Maintain pre-production environment at the production level.
• Carry out operational acceptance testing (OAT) of new changes on pre-production environment.
• Carry out daily Application Health Check proactively to catch any symptoms that might lead to incidents and implement/take measures proactively to avoid incident occurrence
• Maintain platform stability, performance and resilience through proactive monitoring of system and schedule checks, CPU, memory and storage checks, integration queues, database growth and other integration, event and error log.
• Monitoring of scheduled tasks logs/alerts to ensure they run and complete as expected
• Maintain support documentation upto date.
• Responding to business user queries
• Knowledge and experience of agile methodology & tooling (e.g. Scrum, Kanban, Jira & Confluence) is an added plus
• Capable of analysing new requirements and provide solution delivery estimates

Job Segment:
Developer, Testing, Computer Science, Database, Telecommunications, Technology