Qualifications and Profile
- Education Bachelor - Computer Science or related field
- This position requires a minimum of +6 years of experience in supporting or developing application
- Possesses strong analytical, logical and problem solving skills
- Technical background: Working knowledge of application servers.
- Understand concepts of IT Production environment and deployment process/ piplines.
- Working knowledge of databases scriptingWorking knowledge of scripting / programming languages
- Working experience in Corporate IT, IT Security or other transverse domains
- Good communication and presentation skills - verbal and written. Ability to convey technical information to non-technical users
- Certification in ITIL (Must have)
Main responsibilities:
- Provide L1 and L2 support for a large portfolio of applications related to Corporate Services, IT Security, human resources, and other transverse domains
- Coach team members to ensure operational execution is as per bank's standard practices
- Communication with end-users via phone, chat, email, and/or a support ticketing.
- Analyze and manage incidents/problems/requests coming from users. Document well the support activity performed in JIRA
- Collaborate with cross-functional teams to troubleshoot and resolve technical issues efficiently.
- Handle user request by working closely with project, infrastructure and production teams
- Ensure applications health before the bank's working day by performing morning healthcheck activities
- Spearhead weekly / adhoc follow up and reporting of escalated tickets.
EA Number: 11C4879
