Technical Operations Analyst

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Mandaluyong City, National Capital Region, PH

Business Unit: Information Technology Group

Department: Information Technology

Job Mandate

Responsible for handling incidents and problem tickets escalated to ITAIO-SOM, which includes investigation, resolution identification, impact and root cause analysis, and escalation to different support teams for further investigation or resolution implementation. The role is also responsible for proactive handling of obsolescence and vulnerabilities, implementing enhancements and permanent fixes, planning application and infrastructure patches, scheduling preventive maintenance, managing production releases and coordinating capacity management for seamless technical operations.

Key Responsibilities

INCIDENT AND PROBLEM SUPPORT

• Provide 2nd level support to incidents/problems escalated by Level 1 support.
• Perform code level investigation/troubleshoot of incidents and problems and implement code changes in a highly technical environment.
• Driving to get the root cause of the issue as part of attending incident tickets.
• Gather data, tests, and replicate incidents and problems.
• Identify and implement workarounds or emergency fixes until the underlying issues/defects are resolved
• Use monitoring and diagnostic tools or run tests to investigate and resolve problems quickly and accurately.
• Database interrogation using Database Server and queries to analyze impact of defects.
• Investigate, diagnose and report software defects to Build Team or Software vendor for permanent resolution.
• Triaging application issues and driving to get to the root cause of issues.
• Consult and coordinate the effort within the team and other support team to resolve incidents in a timely manner
• Regularly update stakeholders in an ongoing troubleshooting and resolution efforts
• Develop and maintain relationship with different stakeholder and supporting teams
• Participate in technical training programs, collaborations and knowledge sharing sessions, and self-directed learning. Stays informed of new support methodologies/approaches/technologies.
• Contribute in building application SOM knowledgebase in application troubleshooting and resolution, in collaboration with different Support and Build Teams
• Participate and contribute in establishing continuous improvement culture to achieve SOM’s goals related to minimizing tickets escalated to IT-AIO-SOM.
• Gather data needed in function metrics reporting and analytics for decision making and improvements insights.
• Create and maintain knowledge base articles to document defects, common issues and processes.
• Maintain/update Troubleshooting Guide and Application Playbook.
• Monitor the SLAs of deliverables from the Vendor

MAINTENANCE DELIVERY

• Ensure thorough obsolescence and vulnerability assessment on existing systems and applications are conducted regularly.
• Identify and analyze potential risks associated with obsolete components, vulnerabilities, and other findings. Report, as necessary.
• Collaborate with relevant teams to develop and implement mitigation strategies for identified risks.
• Stay abreast of industry trends and emerging threats to inform proactive measures.
• Coordinate maintenance (patch and preventive) activities.
• Collaborate with stakeholders and/or relevant teams to assess and procure updated software and hardware components.
• Document and communicate findings, recommendations, and implemented solutions to stakeholders
• Ensure compliance with security policies, standards, and regulatory requirements.
• Ensure maintenance of a comprehensive inventory of system components for effective monitoring
• Continuously monitor and evaluate the effectiveness of implemented solutions and process to adapt to the evolving needs of the organization

FIX AND ENHANCEMENTS

• Collaborate with business stakeholders and other relevant teams to identify opportunities for application enhancements. Strategize on the priority and solutioning based on business need.
• Coordinate with IT Operations and relevant teams to understand the root causes of reported issues and propose effective solutions.
• Design, develop, and implement enhancements and permanent fixes to address identified problems.
• Conduct thorough testing to ensure the effectiveness and stability of the implemented solutions, patches, and preventive maintenance activities.
• Provide technical expertise and guidance to support teams in troubleshooting and resolving complex issues.
• Document all enhancement and fix implementations, ensuring comprehensive and clear records.
• Coll