Application Support

Tasks & Responsibilities
? Prioritize and diagnose incidents according to agreed procedures
? Investigate causes of incidents and seek resolution
? Escalate unresolved incidents
? Document and close resolved incidents according to agreed procedures
? Determine problem fixes/ remedies
? Assist with the implementation of agreed remedies and preventative measures
? Support the go Live" after introduction of new solutions/projects in the Application Support team
? Support junior colleagues in the processing of service requests and incidents and transfer knowledge by providing the trainings and update the service documentation
? Configuration of software parameters to meet business requirements by using the existing data
? Application monitoring by using agreed performance monitoring tools, ensuring that application performs in an expected manner and scope

Requirements
? Experience in the 2nd line IT Support (1st level of Application Support)
? ITIL principles knowledge and basic service management procedures
? Basic technical skills like SQL, xml, MS Excel, Power BI, Linux, AWS knowledge
? Good communication skills in written and oral English, excellent consulting, negotiation, interpersonal skills, great attention to details
? Strong troubleshooting and problem-solving skills, capability of reading application log files
? Able to work under pressure and within time constraints
? Willingness for continuous learning

Good to have
? ITIL Foundation certificate
? Experience in working with business customers
? Experience in working with ITSM tools (ServiceNow/ Remedy)
? Experience in working with Confluence/ JIRA
? Experience in working with Amazon CloudWatch