System Administrator

2 weeks 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.
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