The Opportunity.
Thakral One is looking for a Java Application Support L1 to provide frontline production support for campaign and enterprise applications. The role focuses on incident and request management, basic Java and SQL troubleshooting, SLA-driven support, and close collaboration with operations, developers, and client stakeholders in a telco environment.
The Role.
Key Responsibilities
- Fully understands the processes and architecture of the campaigns end-to-end flow
- Monitors, updates, resolves and executes the Incident Tickets and Service Requests assigned
- Perform configuration / code fix and changes related to the infrastructure and platform required to resolve an incident and fix a problem record.
- Provide recommendations for improvement
- Provide input in timeline estimates for the service requests.
- Escalation of any foreseen risks or delays, provision of the recommended resolution, and impact assessment
- Contribute in the preparation of issue resolution progress report and/or update CLIENT counterparts (or as needed)
- Contribute in the preparation of daily/weekly/monthly campaign-related reports (e.g. campaign trend, operations dashboard, etc)
- Identify improvements in the delivery process and possible recalibration of service levels (if needed)
- Participate in the technical assessment of new campaigns, and proactively raise questions and gaps on operational impact and requirements
- Review and ensure that the campaign’s Policy and Procedure Manual (PPM) contains all the procedures required for support monitoring and resolution
- Review the deployment work plan to validate all relevant objects and assess operational impact
- Has experienced working in a support group/team providing level 3 type of support with on-call responsibilities
- Knowledgeable in-Service Level Agreement (SLA); Experienced working in an SLA type of support
- Ensure that activity progress and completion are aligned with the SLA and target timelines
- Has knowledge in Incident Management, Request Management and Change Management
- Knowledge with ticketing tools (i.e Remedy, Service Now)
- Experience in TELCO an advantage
Additional Responsibilities
- Respond to occasional support requests from Functional Manager on other related matters
- Timely status report submission to Leads/PM
- Conduct Knowledge Sharing sessions to both internal and external teams, if needed.
- Assist completion of detailed technical documentation
- Provide support to the operations team with troubleshooting and fixing production issues (for complex tickets that requires development effort)
- Identify opportunities for the expansion of the project and raises these to the leads / SDM / engagement manager
The Expertise.
Skills, Knowledge, and Abilities
- Excellent communication and interpersonal skills.
- Ability to communicate with senior/executive management and consultants
- Excellent organizational and problem-solving skills
- Comfortable working in a matrix management environment to influence and persuade stakeholders
- Ability to manage multiple initiatives simultaneously
- Excellent knowledge and competence in the related business functional area
- Ability to communicate technical concepts and program strategies
- Proven time management and negotiation skills
- Ability to give attention to detail and accuracy
- Able to work effectively with customers, both external and internal
Experience and Knowledge on any of the following
- With experience in Java full stack
- Basic knowledge in SQL/Oracle
- Devops / Tools for DevOps (Advantage)
- Tools for microservices (Advantage)
Nice to Haves
- Kafka / Camel
- Aerospike
- AWS
- Kubernetes
- LINUX scripting
- Monitoring Tools (Grafana, Prometheus)
Education, Certifications, and Experience
- Bachelor’s degree in an information technology field or Computer Science or related fields
- Experience in operations support type of setup
- At least 1-2 years of working with Java in enterprise environments
- With 1-2 years’ experience in incident, problem and change management
- ITIL Experience/Certification an advantage
Other Relevant Information
- Job Type: Contract
- Work Set-Up: Hybrid
- Location: Makati
About us.
Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes. This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.