MAIN OUTPUTS / KPA’S

Customer / Client

·   Manage Application Support queue by triaging, prioritizing, and assigning incoming tickets, and driving them to closure in a timely accurate manner within IT SLA.

·   Manage the timely resolution of day-to-day technical issues.

·   Serve as a key point of contact for all matters related to Application Support and Testing in the platform, including implementation, strategy, and initiatives to deliver consistently high-quality service.

·   Coordinate communication with customers and customer-facing teams during planned incidents (i.e., scheduled downtime for maintenance).

·   Facilitate the root cause analysis (RCA) process to identify issues and communicate appropriately to internal or external stakeholders.

·   Ensure that team members perform automated front-end testing to reduce any manual testing effort.

·   Proactively look for ways to improve uptime, alerting, and efficiencies of systems.

·   Maintain knowledge of current and emerging technologies that directly affect platform applications.

·   Minimize repeat incidents by addressing previously identified failed controls, processes, configurations, and/or technologies.

·   Consult directly with users to assess their needs and then, in collaboration with the product owner, create and implement a strategy to improve either the business or application

Colleague

·   Collaborate with agile development teams by presenting recommendations for improvement based on insight gained through ongoing involvement and support efforts.

·   Participate in resource management meetings to identify resource requirements and ensure optimal productivity levels of all technical resources.

·   Ensure that the application administrators and support analysts are well- equipped to perform automated deployments between various environments (DEV, UAT, Training, and PROD) via Azure DevOps.

·   Create knowledge base documentation for End User Support (EUS). Interpret, author, and update technical and user documentation as needed.

·   Participate and contribute to agile team ceremonies (Daily Standup, Iteration Planning, Iteration Review, PI Planning, etc.).

·   Ensures and drives an engaged culture.

Citizenship

·         Actively participate and support your subsidiary and/or the Group’s CSR initiatives, such as the Empathy Project, Apple Project, #Changemaker events, or any call to volunteer your time at a sponsored/supported CSR event

Conduct

·         Apply a DevOps mindset that guides behavior and decision-making.

·         Proactively manage communications pertaining to application support, operations, changes, outages, and issues in a timely and professional manner.

·         Ensure that incidents are captured on ManageEngine (ME) in accordance with the Capricorn Group IT Service Management Policy.

·         Represent the platform at Change Control and ensure that change requests are logged on time, all relevant documents are attached, and all stakeholders approve the change request.

·         Setup and facilitate Pre and Post-deployment ceremonies with all relevant stakeholders.

Company

·         Proactively look for ways to improve uptime, alerting, and efficiencies of systems.

·         Identify and mitigate risks to application availability and proactively address and resolve issues before they impact service levels.

·         Provides KPIs, Metrics, Benchmarks, and trend analysis reporting to Management

·         / Leadership daily, weekly, monthly, and as needed.

·         Monitor, manage, and analyze daily workload for opportunities, identify trends, and deliver strategies to reduce overall ticket volumes.

·         Partners with management/leadership in developing the IT Service Management maturity and roadmap; Incident Management, Change, Configuration, Problem, and Knowledge Management related to Application Support.

·         Maintain application configuration, including user security. Ensure that all systems are regularly updated and software patches are installed.