Role
Applications Support Analyst – L3 (Java)
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
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 3 to 5 years of working with Java in enterprise environments
- With 2 to 3 years’ experience in incident, problem and change management
- ITIL Experience/Certification an advantage
Number of Vacancies
1