Lead and provide high quality operational and technical application and systems support to internal and external customers. The role owns the Problem Management process and ensure that the goals are achieved. Adverse impact reduction of incidents and problems; Prevention of reoccurence of incidents are important to the role.
- Manage, triage and priotize the Application Support team’s work load
- Own the Problem Management Process
- Develop and evangelize the effective application of problem management activities across all support teams
- Contribute to the planning of application/infrastructure releases and configuration changes
- To examine and propose potential areas of improvement
- Provide technical leadership
- Provide inputs on performance improvement, scalability and high availability to systems and software architects
- Collaborate with internal teams, 3rd party vendors and customers to troubleshoot problems
- Design KPIs for reporting of performance of support teams
- Maintain application monitoring and testing
- Provide 3rd line Application Support on complex internally and externally developed applications
- Provide assistance to administering and maintaining all production and internal environments
- Provide assistance to the implementation, backup and roll-back plans
- A technical resource for internal and external projects
- Develop runbooks or playbooks for procedures and processes within the application support teams
- Follow and lead appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
- Bridge and manage good relationships of internal support teams, 3rd party vendors and customers
- Develop and provide trainings relating to Problem Management and the appropriate usage of the support services
- Provide timely and expert advice on emerging trends and issues affecting service delivery and support.
- Experience leading technical support teams
- 3+ years experience in an hands-on application support lead
- Problem solving and debugging skills
- Ability to independently apply production upgrades and support the products and technologies
- Experience in Problem and Incident Management
- Experience in SLA sensitive support services
- Excellent interpersonal and communication skills
- Flexible in working outside of core business hours at short-notice
- Experience in Supporting Web and Mobile Applications
- Experience in working on AWS and Linux OS environment
- Knowledgeable with more than 3 of the following - HTML, JS/JQuery/Bootstrap/CSS, PHP/Laravel, Python, RoR, Java/Kotlin, Swift/Objective-C
- Knowledgeable with more than 2 of the following - MySQL/MariaDb, PostgreSQL, MSSQL, Redis, Elasticsearch
- Familiar with service desk tools i.e JIRA
- Good skills in technical documentation
- BS in IT, MIS, Comp Sci, Comp Eng, other engineering or science courses or equivalent professional experience. Advanced degree, continued education or ITIL certification is highly desirable but not required.
- Strong customer service and support focus with a desire to deliver a high quality service
- Self-motivated and highly professional with ability to lead and take ownership and responsibility
- Ability to multi-task, work under pressure and to tight deadlines
- A desire to learn and improve skills and knowledge
- Fast learner, energetic and enthusiastic
- Adaptable and flexible to business demands
- Strong organizational and planning skills
- Can get things done
- Team player