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Job Description & How to Apply Below
Successful candidate will be required to be on on-call rotation.
Key Accountabilities
Customer
Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
Service applications / systems and provide a level of application/ systems/ operational availability that meets or exceeds established standards/service levels, while minimizing operational risk
Partner with key stakeholders to schedule packaging and release new applications in a timely manner; reduce change execution times by planning implementations with parallel work streams
Continuously strive to improve the stability of production environment by partnering closely with key stakeholders on setting up, maintaining and monitoring applications/systems, ensuring availability targets are met
Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
Partners with relevant teams to schedule packaging and release new applications in a timely manner; reduces change execution times by planning implementations with parallel work streams where possible
Ensure timely notification and escalation of possible issues/problems, options and recommendations for prompt resolution; communicate project status and provide timely escalation of issues to ensure project objectives are met
Deliver effective and defect-free support (application, software and/or operations), researching system issues / opportunities, overseeing the execution of recommendations and maintaining accurate documentation
Interact with clients to provide quality service/solutions consistent with objectives and client requirements
Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations
Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
Consult with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends and processes related to own area
Schedule changes to supported components in accordance with the approved change management procedures; implement changes with proper testing, stakeholder signoff, monitoring and with minimal impact to the business
May develop a working relationship with 3rd party vendors as required to fulfill support requirements
Act as partner in scheduling, packaging and releasing new applications and manage all application releases according to approved governance and gating criteria
Develop understanding of technical aspects of project / break-fix development related to the application and provide advice/guidance to Developers and Solution Designers
Responsible for incident management (2nd level), monthly maintenance, state of health monitoring, and SLA maintenance
Provide effective day-to-day production support for applications through accurate problem identification and timely resolution of production issues
Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
Improve stability of the production environment by assisting in setting up, maintaining and monitoring applications/system
Shareholder
Monitor system life cycles, ensuring specifications and functionality support business objectives and architecture decisions, undertaking re-development, as required
May monitor the performance of the environment by using meaningful metrics
Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
Assess and analyze optimization opportunities to the operational environment to improve performance and/or resource utilization
Ensure effective change management discipline is use
Adhere to existing processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalated issues as required
Follow standards, policies and procedures to ensure compliance with the Disaster Recovery Plan (DRP) and applicable Business Recovery Plans (BRP)
Identify/implement process improvements to enhance revenue, customer experience and/or reduce costs
Comply with well-defined enterprise technology delivery practices and standards and project management disciplines
Make effective use of the cost management processes in place in own unit
Continuously enhance knowledge/expertise in TD services, applications, infrastructure, analytical tools and techniques that can contribute to effective solution development/delivery
Keep current with industry and/or business trends
May perform testing according to test plans, monitor and report on results, and work with others on problem resolution
As required, support the…
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