Support and assist in regular server maintenance, system accesses, systems monitoring, backups, patching and daily health checks
Maintain service operations documentation and guides.
Develop supporting documentation for all Service Operation activities.
Monitor Service level dashboards, perform daily health monitoring, system capacity review and allocation of adequate capacity
Defect fixes and resiliency related improvements
Assist in investigation of user reported issues
Develop mitigating and/or preventive solutions
Level 2 support will include attending to user queries, analysis and investigation of issues reported, ensuring the issues are fixed as per user requirement.
Evaluate potential solutions and make recommendations to resolve application issues and user queries.
Log the issues received, track and monitor the progress of fixes in a timely manner, according to established Service Level Agreements (SLA)
Involvement in the system integration testing (SIT) and user acceptance testing (UAT) prior to production implementation of changes.
Assist and involve in change management process (Change Approval, Implementation, Testing, Deployment and verification)
Liaise closely with vendors in implementing application patches, bug fixes and any necessary upgrades in accordance with OS/Software/Security policies.
Work with various internal teams (Infra/Database/Security/Cyber Defence/Data Centre Ops) to detect and remediate incidents, problems and changes.
Provide periodic updates and reports to internal and user management
A recognized diploma / degree in IT or related discipline
At least 3 years of hands-on experience in software development and maintenance support
Possesses an excellent understanding of business requirements and IT strategies
General Understanding of Internet and Intranet server/application architecture and experience in working with medium/large systems involving multitier architecture and interface/integration to other systems.
Experience in implementing multiple websites/web applications on same platforms with interdependency of data and shared features will be advantageous.
Possess strong MS platform knowledge and skills.
Excellent knowledge of programming / systems analysis, quality assurance, prototyping, construction, integration, and migration functions
Full project lifecycle experience in designing and implementing large applications.
Good problem solving and analytical skills to resolve technical problems
ITIL v3/v4 certification and strong service oriented experience / background preferred
Strong Knowledge and understanding of IT industry environment and business needs
Proven experience supporting Web / Mobile / Client based applications
Interested candidates can forward their CVs in MS Word format to [Confidential Information]