Job Description

PRINCIPAL ROLES and RESPONSIBILITIES
Ensures timely response by monitoring the ITSM application assessing incidents, request and taking appropriate actions steps. (ex catch and dispatch to appropriate workgroups especially especially on misrouted tickets)
ITSM Application ticket administration. To ensure tickets have correct status, service type, classifications and assignment on the proper EDS workgroups
Oversees the monitoring and tracking of incidents and requests following the IT Service Management practices of the bank
Day to day support for the EDS Applications. Monitors whether the product components are available and proactively capture potential capacity constraints and report or escalates accordingly to Level 2 Support.
Ensure all tickets are accepted, resolved and closed (aligned with customer expectations) within service targets.
Performs follow-up on EDS-owned tickets to have them closed within target time.
TECHNICAL / FUNCTIONAL SKILLS
Proficient in Linux/Unix administration and shell scripting
Knowledge in various computer applications such as HTTPD, Oracle, MySQL,
POSTFIX among others
General knowledge in network communication.
Proficiency in using Java or Python
Familiar on ticketing systems like Manage Engine or Jira
Working knowledge on APIs. A plus if have the ff skills
Has experience on dashboard creation
Knowledgeable on Database - can perform Database query, and create database connections.
Has experience on any IT discovery tool
Candidate must possess at least a Bachelor's/College Degree , Science & Technology or equivalent.
Technical Support