System Administrator

5 days ago

Pasay, Philippines SM Prime Holdings, Inc. Full time

JOB TITLE: IT APP AND PLATFORM SUPPORT Responsibilities Incident Management: Troubleshooting, Resolution & Escalation Ensure all issues/incidents are properly logged via SM IT Helpdesk (SMITH) Prioritize and manage several open issues at one time in coordination with the Service/HelpDesk Team Takes over incidents which cannot be solved immediately with the means of L1 Support (Service/Helpdesk) Research and identify solutions to software, application and platform raised by the end-users Diagnose and troubleshoot technical issues, including but not limited to Sharepoint Workflows and Outsystems Platform Communicate with users through a series of actions, either via phone, email or chat, until technical issue has been solved Properly escalate unresolved issues to appropriate internal teams (e.g. Dev, NetOps, SysAd and Others) or external teams (vendors, 3rd-party Service providers) Track issues and ensure compliance within agreed SLA Provide timely and accurate feedback to end-users Document technical knowledge in the form of manual or Knowledgebase DevOps Perform platform preventive monitoring and support maintenance (eg, fine-tuning, component errors, OutSystems, Sharepoint incidents, etc) Able to work after office hours for deployment, maintenance and IT DRP exercises. Works closely with PM and Dev to understand, define and document business & user requirements. Researches and identifies new application systems to meet the changing business needs as required. Provide support in the development of test scenarios to ensure system development and changes meet business needs including integration across platforms (e.g SAP and other 3rd party applications). Works closely in collaboration with other internal IT sub-groups. Supports application users by resolving system related problems in a timely manner, with the ability to recognize systematic issues which require further configuration or development. IT Asset Management/Capacity Planning Maintain and update the IT Application Inventory and registry Document Applications for commissioning and decommissioning based on the SDLC and ALM Policies Participate in the periodic IT Infra capacity planning to ensure the continuous delivery of services and mitigate any IT resource-related issues. Others R&D and testing of new IT Solutions in the market that can be adapted. Qualifications Graduate of BS IT, Computer Engineering / Science, or any IT Course Minimum 5-7 years of experience. DevOps or ITIL Foundation is a plus. Experience in Application Support for Sharepoint or Outsystems Basic to intermediate understanding and working knowledge in Linux, Apache, Microsoft Server IIS, MSSQL/MariaDB, Virtualization (Hyper-V/VMware) and Cloud Services Candidates must be willing to work onsite at MOA Complex, Pasay City. #J-18808-Ljbffr

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