Lead-Application Support

2 weeks ago


Pasig, National Capital Region, Philippines Energy Development Corporation Full time
Unleash your energy within Be a part of the EDC Team

Ensures that all requests for support are dealt with according to agreed service levels, standards and procedures

Reviews service delivery and operations to ensure that agreed targets are met

Maintains the service catalog, service portfolio, knowledgebase, business process blueprints, service processes and other documentation and ensures they are updated

Ensures timely renewal of application licenses/subscription and compliance with corresponding license agreement

2. Application Maintenance and Operations

Performs ticket trend analysis to identify recurring issues, takes the lead in determining the root cause/s, and manages implementation of enhancements to prevent reoccurrence

Ensures information security, regulatory requirements and statutory compliance are upheld within the assigned applications at all times

Authorizes and monitors access to applications

Accepts newly completed applications, modules, or features and ensures that they meet defined criteria upon release to operations

Manages application of system upgrades, corrections and patches to ensure optimum performance and reliability of the applications

Manages the development, implementation and testing of business continuity and disaster recovery plans

Reviews capacity and performance reports and advises on the appropriate action to rectify the issues

3. Integration

Ensures integration across systems in scope operate effectivel y

4. Change Management

Manages the lifecycle of change requests including scoping, requirements gathering and prioritization activities

Endorses to Architecture and Solutions Team potential projects

Ensures adherence to standards and consistent execution of the change management process

Systematically controls changes and maintains the integrity, coherence and traceability of the changes throughout the system

5. Training

Provides guidance or training to users as necessary

Manages the delivery of Application Management Services (AMS) and ensures that service is monitored effectively and that identified actions to maintain or improve levels of service are implemented

Validates monthly consumption and ensures optimized utilization of the AMS

Engages proactively and collaboratively with suppliers to resolve incidents, problems and/or unsatisfactory performance

Monitors supplier performance, customer satisfaction, adherence to defined standards and procedures, and compliance with contract terms

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