Application Support

• Education
  • Bachelor's or College degree in Computer Science, Computer Engineering, Information Technology and/or related field. Other degrees are welcome as long as he or she has extensive related experience.
• Experience
  • Has at least (3) years of experience in computer programming, analysis and troubleshooting application
  • Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management
  • Experience in business domain processes is preferred but not required
  • Must have experience in Java
• Skills
  • Strong Analytical and Problem solving skills
  • Knowledge in different programming languages (will depend on the project specification and need) available in the industry.
  • Ability to analyze complex problems, interprets operational needs, and develops integrated, creative solutions.
  • Ability to analyze user requirements and specifications and translate into program codes.
  • Ability to test and debug program codes.
  • Ability to handle support in the context of current user specification.
  • Ability to prepare detailed written instructions and documentation.
• Desirable Traits
  • Professional, Honest and with Integrity
  • Resourceful and self-motivated
  • Team oriented person
  • Persevering and patient
  • Strong attention to detail
  • Sense of urgency and commitment
  • Passionate and Fast learner
  • Logical Person
  • Knows how to work smart
  • Can work well under pressure and minimal supervision
  • Caring Person and desire to mentor other colleagues
• e. Work hours and working conditions
  • To provide and deliver solutions within the defined timeline across regions, may need to go on different shifts or extended working hours.
  • Some days may be heavy while others may be light. Longer hours may be required when a need arises.
  • May require travel to other sites.

POSITION OBJECTIVE/ JOB SUMMARY: Brief description of why the position exists or the overall purpose of the job.

• Last level of application support that performs deep analysis, troubleshoots, modifies the code and data of applications used by end customers in production environments applying knowledge in programming techniques and experience in specific technology platforms following agreed service level agreement timelines.
• Follows the Standard Operation Procedures (SOP) in order to support system application of end customers.
• Provides continuous service improvements to eliminate or prevent incidents or problems and improve service quality for end customers.
• Contributes to the team's continuous service improvements to eliminate or prevent incidents or problems.
• Leads a project in defining tasks, project deliverable and schedules of the resources assigned to the project.
• Can directly communicate with end customers for support requirements.
• They are the last level of Application Support.

1. Incident Management
   • Receives incidents from the L2 Application Support for resolution and support and works continuously with them to gain information beneficial to the resolution of the incident.
   • Performs deep analysis and investigation of the incident received from the L2 Application Support.
   • Diagnose faults and determine whether new incidents are related to known errors or existing incident records.
   • Consults and works with Immediate Superior regarding the incident as well as the business domain processes.
   • In case of P1 incidents and being the final level of application support, L3 application support is expected to diagnose and identify root cause and provide a workaround or solution quickly.
   • If a P1 incident occurs after working hours then availability to resolve the issue on priority.
   • Directly communicates with end customers for additional information of the incident.
   • Contributes to the knowledge base essential for continuous process improvement of Application Support.
2. Problem Management
   • Identifies, reports and submits details of potential problems to Problem Manager for review.
   • Reviews, analyzes, and investigates the problem to identify root cause and provide corrective/preventive actions.
   • Creates and documents root cause analysis details, workaround, and corrective/preventive actions.
   • Verifies if the action has addressed the root cause and ensures no new incidents are caused.
   • Provides updates to the Problem Manager and Immediate Superior regarding outcomes.
3. Change Management
   • Identifies incidents or problems that require a change request to resolve the issue.
   • Evaluates change requests to determine feasibility, time required, compatibility and dependencies with current systems.
   • Converts change request requirements into detailed instructions for coding and applies knowledge of programming techniques and languages.
   • Codes computer programs following standard coding procedures and performs unit testing.
4. Customer Service
   • Manages customer relationships and maintains high quality service ensuring customer satisfaction.
   • Assists users to resolve major and complex problems in running computer programs.
   • Assists in knowledge transfer during project turn-over.
   • Proactively provides updates to the customer on the progress of the initiative.
5. Administrative
   • Understands and complies with CMMI standards of the organization.
   • Maintains and updates daily monitoring of service deliverables; prepares and submits needed reports.
   • Can conduct technical assessment of applicants.
6. Teamwork
   • Consults with Immediate Lead for direction, guidance, work and performance details, career development, and raises issues and suggestions for improvement.
   • Ensure continuity of providing service by flexibly adjusting to help other team members.
   • Assists in knowledge transfer during project turn-over.
7. Learning and Development
   • Expand knowledge on business process and IT related information.
   • Stay abreast of current technology, systems information, problems, changes and updates relevant to the team.
   • Extends help or conducts training to Application Support members as well as Analyst Programmers in giving technical expertise or know-how.
8. Performance of other tasks as may be assigned

Internal – e.g., Immediate Supervisor, Immediate Subordinates, etc.

• Level 2 Support
• Level 1 Support
• Level 3 Support
• Incident Manager
• Problem Manager
• Project Manager
• Analyst Programmers
• QA Analyst
• Immediate Superior
• Other ESSPI Team Members
• ESSPI Heads and Management

External – Customers, consultants, applicants, etc.

• Business users
• Customer's IT Team
• External Consultants
• Applicants