Website Altron
Job Description:
To investigate, analyse, resolve and advise on support issues in a business application support environment
Job Responsibilities:
- Participation in complete life cycle of support issues from call logging, investigation, recreation, resolution, workarounds and liaison with the client regarding delivery of fixes.
- Collaborate with business stakeholders and development teams through joint problem solving sessions to ensure that solutions are robust, correctly monitored, prioritized and lifecycle resilient
- Drive the process of optimizing current solutions through a service improvement approach to ensure return on investment and that service levels for all deliverables are met
- Provide specialized level investigation and analysis of data integrity between source and destination applications.
- Follow up and provide feedback to the customer for escalated application issues
- Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer
- Extract and analyze application and system support data
- Understanding client’s business processes and requirements
- Propose and make configuration amendments
- Assist with providing and implementing temporary workarounds
- Addressing advanced customer business and technical queries
- Attend and provide input into weekly, monthly and ad hoc customer support meetings
- Review and improve operational requirements relating to the business processes
- Advise and train support teams with investigations and support processes
- Participate in performance measurement of support team members
- Be available to standby personnel for significant events
- Participate in the support team standby schedule
Job Requirements:
- 3 Year tertiary qualification or a relevant IT qualification
- 3 – 5 years application support engineer experience
- Basic knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
- Problem solving exposure at application and business transaction level using application log files and SQL database queries
- Cloud based application support
- Commitment to performing routine as well as investigation/analysis work tasks
- Ability to solve medium complexity problems
- Understand and develop the support team technical competency
- Self-motivated, proactive, taking ownership of problems until they are resolved
- Mature person with the sense of responsibility to do after hours standby
Job Details:
Company: Altron
Vacancy Type: Full Time
Job Location: Cape Town, Western Cape, South Africa
Application Deadline: N/A
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