Job Description

Responsibilities

• 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 training
• Assist in investigation of user reported issues
• Develop mitigating and/or preventive solutions
• Provide on-going maintenance support for production systems/applications and 24/7 stand by support
• 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)
• Assist with the co-ordination in administration matters such as contract renewals, SSL Cert purchases and renewals.
• Liaise closely with business users and build good rapport.
• Liaise closely with vendors in implementing application patches, bug fixes and any necessary upgrades in accordance with OS/Software/Security policies.
• Participate in implementation of projects and enhancements to provide inputs and review maintenance support requirements.
• 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;
• Good communication skills and a team player to work in a dynamic and high performing environment.
• 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

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