·
Strong customer service and
support focus with a desire to deliver a high quality service
·
Self-motivated and highly
professional with ability to lead and take ownership and responsibility
·
A desire to learn and improve
skills and knowledge
·
Help the team in solving
complex/medium complexity business problems using technical knowledge in the DevOps
environment
·
Provide guidance in
implementing processes to maintain applications systems in production
environment with controlled evaluation of any downtime
·
Help to manage timely
resolution or escalation of incidents within the environment. Understand the
global and local impact across teams to manage application interdependencies
·
Must be able to communicate
the impact and solutions of application/system problems in business language
·
Lead and priorities the
Application Support teams work load
·
Provide and coordinate
required maintenance and optimization solutions ensuring business application
integrity
·
Ensure that DevOps activities
are completed on time and within Standard Level Agreements
·
Help and maintain the
supported applications health in different environments
·
Design appropriate metrics
for reporting on key performance and quality indicators, particularly in terms
of in-depth trend analysis
Skills and Experience
Required:
·
Substantial technology
experience of more than 10 years in owning support of complex applications in
Web, Windows and Cloud environment
·
Experience leading technical
support teams
·
3+ years of experience in a
hands-on application support lead/manager role
·
Experience in providing
services to agreed SLAs and OLAs
·
Experienced in Problem and
Incident Management
·
Good knowledge of vendor and
service management
·
Periodic review standard and
documentation for all application
·
Must be able to handle
pressure situations, especially during P1/2 cases, with high confidence
Education and certification
·
Requires Bachelors in
Engineering Degree or equivalent, and strong relevant professional experience
·
ITIL Foundation certified
will be preferred
·
Any Azure certification will
be preferred
·
A relevant Microsoft
Certification will be an added advantage
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