Post holder performs operational and Tier 3 level support for production applications in a range of business portfolios. Responsibilities involve the daily management of incidents, operational maintenance and support, development support, and proactive/preventative analysis of systems.
Post holder will demonstrate knowledge of key business processes, products and services, within agreed areas of expertise.
The scope of this role includes but is not limited to:
► Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms.
► Determination of root cause of incidents (configuration vs. defect)
► Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
► Installation of applications in supported environments.
► Deployment of application upgrades and fixes
► Responding to automated alerts on the health of systems
► Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
► Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
► Adhere to E&Y and ITIL guidelines for Incident, Problem and Change Management.
► Effective call management including logging, monitoring / updating, prioritizing and resolving calls in a timely fashion.
► Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
► Should have good people management skills with ability to lead and motivate the team
► Conduct performance reviews and contribute to performance feedback for all levels of staff
► Contribute to people initiatives including recruiting, retaining and training
► Understand and follow workplace policies and procedures
► Selects appropriately from applicable standards, methods, tools and applications and use accordingly.
► Demonstrates analytical and systematic approach to problem solving.
► Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences.
► Is able to plan, schedule and monitor work activities in order to meet time and quality targets.
► Is able to absorb rapidly new technical information, business acumen, and apply it effectively.
► Good appreciation of wider field of information systems, its use in relevant employment areas and how it relates to the business activities of the employer or client.
► 3+ years in Application Management, Operational Support environment/discipline
► Demonstrable knowledge of Windows 2000/2003 server O/S
► Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, WebSphere, etc.
► General understanding of networking/LAN/WAN/DMZ concepts
► Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
► Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc.
► In-depth knowledge of Stored Procedures, SSIS and Data Transformation Services
► Understanding of n-Tier application architecture concepts
► General knowledge of SQL2000 and In-depth knowledge of SQL2005/2008
► Familiarity with SQL DBMS interface and integrated tools
► Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces.
► Demonstrable knowledge and familiarity with T-SQL or PL/SQL
► General understanding of various IT security concepts as they relate to production environments.
Desired technical experience & qualifications
► Oracle Databases
► Experience or familiarity with Citrix platform
► Remedial or intermediate .NET programming and/or scripting experience
► Intermediate SQL knowledge relating to replication setup, DTS, clustering, etc.
► SQL Express
► Experience with performance monitoring tools and analysis i.e. MS PerfMon
► Experience supporting applications in shared or virtual environments
► Visual Studio
► Windows Systems and Exchange
► Sharepoint, Access and Office
► Java, C++ & Perl Programming
► Web Development, XML and Web Services
► Software Engineering
► Networking, Cisco and PC Support
► Unix/Linux and Security
Desirable qualifications (including country equivalents);
· ISEB Certificate in Application Management Essentials
· Level 3, 4 and 5: S/NVQ for Information / Communication Technology Professionals
· MCITP - Microsoft Certified IT Professional
· ITIL Foundation Certificate in IT Service Management