Position Summary:
Work as part of an agile team to provide application support for specified tech products & services. This includes first line support & basic optimization, administration, configuration, maintenance & trouble shooting / problem solving with end users of these tech products & services.
Key Responsibilities:
- Work as part of an integrated application / product / service team throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products & services
- Proactively identify any risks ahead of application support processes e.g. changes, optimization, maintenance, batch uploads etc.
- Leverage application documentation to guide users through application support processes
- Implement configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications
- Maintain awareness of application risks and opportunities for improvement
- Execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues
- Identify stakeholder & communication dependencies / interdependencies & requirements in all application support processes & ensure these are followed prior to any application support implementation
- Leverage knowledge gained on support / trouble shooting processes to make recommendations for user documentation and or application changes / enhancements
- Take ownership for developing advanced design thinking and problem solving skills in preparation for greater complexity / changing / evolving tech
- Meet all SLA requirements associated with application support being provided
- Follow identified risk, governance & control procedures for all application support provided e.g. backup, documentation etc.
- Schedule and oversee planned maintenance tasks, such as backups and performance tuning, in production for tech products & Services
- Provide inputs into application documentation for end users
- Follow governance & risk procedures for all application support e.g. upgrades, maintenance etc.
Required Education & Experience:
- Bachelor’s Degree: Information Technology