Job Description

Role & Responsibilities

Role and Responsibilities

a) Maintenance Support

- Provide Level 2/3 maintenance support for production systems (some after office hours required during maintenance downtime), covering user queries, analysis and investigation of issues, and ensuring issues are fixed as per requirement.

- Review incident tickets/ issues received, track and monitor the progress of the fixes to ensure compliance to agreed Operating Level Agreements (OLA)/ Service Level Agreements (SLA).

- Monitor service level dashboards, perform daily health monitoring and system capacity.

- Coordinate with internal teams (Infra/ DB/ Security/ Data Centre Ops) to detect and remediate incidents, problems and changes.

b) Application Changes Support

- Provide inputs on maintenance/ support requirements and, support system integration testing (SIT) and user acceptance testing (UAT) prior to deployment.

- Assist and coordinate in change management process and administration matters such as contract renewals, SSL certificate renewal.

c) User/ Vendor Management

- Liaise with business users to build good rapport, and vendors in implementing application patches, bug fixes and upgrades according to OS/ Software and security policies.

- Provide periodic updates and reports to internal and user management.

Requirements

a) Qualifications and Experience

- A recognized diploma / degree in IT or related discipline.

- At least 3-4 years of hands-on experience in software development and support.

b) Technical Skillsets

- .NET development

- MS SQL experience

- General understanding of Internet and Intranet server/application architecture and experience in working with medium/large systems involving multitier architecture.

- Ability to learn and pickup new technical skills quickly.

c) Business Skills

- Possesses good understanding of business requirements and IT strategies.

- Organised and possess strong discipline on managing tasks, especially those related to governance, risk and compliance.

- Good problem solving, analytical and communication skills, and a team player who can work in a dynamic and high performing environment.

Good To Have:

- Microsoft Professional Certifications (.Net).

- Experience in implementing multiple websites/ web applications on same platforms with interdependency of data and shared features.

- Understanding of ITIL process.

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M-2023-0902

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