Application Support

Role & responsibilities

• To provide reliable and sustainable daily services for end-users of applications, based on ITIL-compliant processes.
• Responsible for project deliveries which includes application deployments, application releases, Automation and migration activities as part of life cycle.
• Individuals are expected to provide proactive support like performance monitoring, tuning advice, interaction with development team & infrastructure team identify and fix the issues.
• Participation to the technical design and implementation of new components within the frame of projects, in coordination with other Group IT Production teams (Systems, DBA, Operation…)
• Follow-up tasks delegated to other Group IT Production teams

Preferred candidate profile

Technical (e.g. Coding (Java), Testing (Unit))

• Experience in Application Support & Monitoring, Problem, Change & Incident management
• Experience in Providing Application Support for the applications hosted on Windows platform.
• Hold experience in basic understanding and knowledge in the fields of Firewalls, Router/switching or Load Balancers
• Basic Knowledge on Networking, Active Directory, Domain controller, DNS, DHCP, LDAP, ASP.NET, Internet Information Services (IIS), Microsoft Forefront Threat Management Gateway (Forefront TMG), Microsoft Exchange server,
• Vulnerability management
• Basic of Networking
• Overview of Platforms & systems across Databases (DB2 and Oracle)
• Good Scripting knowledge (Powershell scripting...)
• Experience in Scheduling & running batch jobs, setting up file transfer jobs (using SFTP or), batch Monitoring
• Monitoring availability of online applications
• Coordinate with Business and Functional and application owners
• Familiarity with ticketing tools for incident & Change Management (Service Now, JIRA)
• Cloud Technologies would be an added advantage

Business / Client Engagement (e.g. Marketing, Consulting)

• Work closely with functional Managers, ISO, and Development/ technical teams for planned system upgrades, application releases upgrades, changes and other BAU tasks.
• Weekly/Monthly Service Review meetings Reporting

People Engagement (e.g. Hiring, Training etc.)

• Understand the business scenario, operational scenario and the business case for the project.
• Understand the technical environment, platforms and other dependencies of the project.
• Provide support for production deployments in all environments
• Ensure issues are resolved within SLA
• Lead the team, track the tasks and technical guidance to team
• Report and update the progress, status, issues and risks as per the specified process followed in the project

Administrative / Compliance (e.g. Documentation, Quality etc.)

• Create and maintain standard operational procedures for all the activities with respect to the applications and support space.