Job Description

Role and responsibilities
Incident Response and Triage:

• Manage and monitor production support Mailbox and take appropriate actions on incoming cases.
• Create ticket if necessary
• Troubleshooting and issues resolution: investigate and identify the underlying cause of app issues by understanding business and functional requirements, analyzing logs, examining source codes and performing data queries.
• Implement fixes and workaround: data patching, educate end users on workaround, configuration adjustments.
• Consult dev teams for resolution if required.
• Escalate to relevant dev teams if involved codes fixings or system enhancement.
  

Schedule maintenance support:

• Communicate with external agency and relevant stakeholders on the scheduled maintenance before and after maintenance.
• Apps testing after maintenance
• Ensure app services back to normal after maintenance
  

Perform BAU activities:

• Monitor performance and availability of applications
• Monitor successful runs of batch jobs
  

Pre-requisites:

Technical Skills

• Troubleshooting and analytical skills
• Knowledge of log analysis and debugging techniques
• Basic understanding of SQL and database querying
• Familiarity with monitoring tools and systems
• Understanding of application architecture and infrastructure

Educational/Professional Background

• IT-related degree or equivalent experience
• Experience in application support
• Knowledge of incident management

Soft Skills

• Good communication skills (written and verbal)
• Strong stakeholder management and problem-solving abilities
• Good time management and prioritisation skills
• Positive mindset and ability to work under pressure
• Customer service orientation