Application Support (L2)
Yondu Incorporated
Philippines
1d ago
source : Monster

Job Description : Key Responsibilities :

Key Responsibilities : SERVICE DELIVERY (50%)

SERVICE DELIVERY (50%)

1. Accountable for the lifecycle ownership of service requests and service-impacting incidents / problems covered in the Managed Service contract / agreement.

  • Ensure that all queries are captured and responds to queries and / or support requests via chat, email, or phone
  • Performs triage and provides technical assistance for questions and issues
  • Diagnose and provides workaround solutions to minimize service disruptions
  • Accurately route support requests to appropriate parties and monitors and oversee its resolution and closure
  • Follow up with customers for additional information to facilitate immediate resolution of incidents and execution of service requests
  • Request feedback from customers / end-users regarding user experience to improve service quality
  • 2. Maintain a deep understanding of the knowledge required to provide effective technical support to meet target Service Level Agreements - end-to- end application

    support process, escalation procedures, support tools (SDLC, IMS, KEDB, Diagnostics & Monitoring tools, Remote Management, various Technologies and

    others).

  • Participate in trainings, KT sessions and closely collaborate with peers to gain an
  • understanding on the systems supported

  • Strictly comply and drive compliance to Service Level turnaround time through tracking pending requests and identify and resolve bottlenecks before it breaches
  • SLA Targets.

  • Properly escalate issues by following the defined escalation process and ensuring that all required information are available and provided to minimize hands-off and
  • facilitate faster actions.

  • Regularly updates KEDBs, Operating Manuals and other process documentations to ensure that it is kept up-to- date and useful.
  • Leverage existing tools to capture, track and monitor support requests and automate processes where applicable.
  • 3. Implement strategy to effectively enhance application stability, improve capabilities and ensure system availability to minimize impact on service delivery - RCA, system

    health checks, QA, back-up and recovery strategies, BCP, RDP, Risk Management, etc.

  • Analyze recurring incidents and drive permanent resolution or automated solution
  • Recommend initiatives that would improve system capabilities, ensure availability and increase service quality
  • Gain knowledge on the business operations supported and understand the importance of the role performed in the overall service delivery. Participate in the
  • BCP simulation exercises and be vigilant on possible risks that would adversely affect the integrity, availability and confidentiality of the system supported.

    4. Ensure effective, efficient and consistent delivery of high quality services to both internal and external clients.

  • Provide timely resolution of incidents and execution of service requests
  • Consistently provide regular updates to customers / end-users regarding the status of their requests or reported incidents
  • Maintain professionalism in handling complaints and irate customers
  • Consistently provide accurate services to customers / end-users
  • 5. Understand the Value Chain process and cultivate a culture of business partnership and strategic alliances with clients / customers and business partners / vendors.

  • Provide extended support, whenever possible, to clients beyond expectations
  • CUSTOMER SERVICE (40%)

    1. Take care of customer needs by providing and delivering prompt, professional, helpful and high quality service and assistance.

    2. Identify and implement initiatives to measure and increase customer satisfaction level through feedback mechanism and statistical analysis thereby creating an engaged

    clients / customers and facilitate organic growth.

    3. Adherence to customer service procedures, policies, standards and best practices to deliver exceptional customer service and achieve performance objectives.

    4. Continue to develop and upgrade valuable Technical and Customer Service skills and qualities to effectively carry out quality service delivery.

    OPERATIONAL EXCELLENCE (10%)

    1. Partner with stakeholders at all levels in the organization to enhance operational efficiencies through adherence to operating framework, governance and standards

    while taking an outside-in customer-centric perspective.

  • 2. Improve service quality through analysis, evaluation and re-design of processes; establish and communicate service metrics;
  • monitoring and analyzing results;
  • implementing changes.

    Experience 2-4 years application support engineer

    Must be adept to work in a fast-paced environment with tight SLAs Written and verbal communication skills

    Willing to work extensive hours and be on-call Work cooperatively with key team members, department and clients

    Willing to work on shifting schedule; weekends and holidays

    Skills

    Working knowledge of SQL Databases & basic network configuration

    Basic knowledge of .Net technology (ASP Classic) - is a plus

    Basic knowledge on Microsoft Windows Scheduler - is a plus

    Basic knowledge of php scripting

    Knowledgeable in powershell and vbscript

    Ability to review windows scheduler logs when required

    Working Knowledge of IT Hardware and Software

    Ability to learn and master client / employer-specific software C

    omplex problem solving Ability to diagnose & address application issues

    Educational Bachelors degree in Computer Science or a related field, such as Software Development Aspiring Application Support Engineers learn the basics of database management, application development

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