وصف الوظيفة
Purpose of the job
As an application support specialist, youre responsible for troubleshooting the software applications a company uses and ensuring that help desk tickets are resolved in a timely fashion by responding to technical problems that occur abruptly and require immediate solutions.
Accountabilities And Duties
- Performing analysis on software application functionality and suggesting improvements.
- Ensuring effective front-end and back-end functionality of applications.
- Consulting with the software development team and clients to improve application performance.
- Establishing the root causes of application errors, and escalating serious concerns to the delivery team.
- Keeping a record of configuration changes and scheduling application updates.
- Documenting processes and monitoring application performance metrics.
- Providing front-end support and resolution to clients issues and escalations.
- Troubleshoot production issues till reaching root cause in a timely manners
Key Results Areas
- Team development and retention
- Timely met customer requirements
- Trainings for the teams conducted on a periodic and efficient manner
- Goals set are achieved by team work
- 100% utilization of resources ensuring improved processes
- Best practices documented to be followed by team to ensure team development
- All policies implemented
Experience and Qualifications Required:
- Bachelors degree in Information Technology or equivalent
- More than 6 years of experience in IT support field.
- Strong business results orientation to understand business needs and deliver value and high-quality results;
- Strong problem-solving skills and experience performing cause and effect analysis;
- Must be well-organized and able to work on and manage multiple concurrent projects;
- Strong analytical, interpersonal and communication skills;
- Technical knowledge in SQL, PL/SQL & UNIX is a MUST
- Knowledge in Tomcat, JBOSS, Mule and System administration is a great PLUS
Competencies Required:
- Technical Expertise
- Decision Making
- Quality Oriented
- Time Management
- Workload and Stress Management
- Analytical Thinking
- Problem solving
- Conceptual thinking
- Presentation