Application Support Specialist @ TQ Automation

iHub - Cairo, Egypt

Applicants for
1 open position
Experience Needed:
1 to 3 years
Career Level:
Entry Level
Job Type:
Full Time
1 open position
About the Job
  • Primary responsibility in monitoring and resolving issues related to all applications.
  • First point of contact for all China clients for issues related to infrastructures such as servers, and devices.
  • Resolve incident tickets and respond to emails and phone calls from clients.
  • Manage incident bridge, ensure prompt mitigation/resolution of impacting issues and proactively apprise stakeholders of the latest issue status.
  • Investigate and resolve alerts generated by system monitoring tools through automation or interactive connection to the systems.
  • Collaborate with L2 support groups to resolve complex issues.
  • Collaborate with CSS to streamline processes and update procedures
  • Chair and actively drive critical/major incident resolution to meet group MTTR objectives
  • Document and communicate critical milestones/progress of ongoing incidents timely and accurately
  • Accurately and promptly assess/solicit the impact of a critical/major application outage.
  • Correlate critical alerts on monitoring platform with actual system outages.
  • Follow documented operations processes and resolution/escalation procedures.
  • Resolve standard incidents promptly without escalation.
  • Constantly follow-up on all open incidents and problem tickets to meet group objectives.
  • Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts.
  • Work on multiple platforms including ticket queue, mailbox, alert console and phone calls.
  • Propose process/procedure improvements to better the department and services provided.
  • Offer effective/sound recommendations to address repetitive issues
  • Follow process improvement efforts within the department
  • Provide routine L2 application support on multiple server platforms, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues.
  • Ability to understand application logs on common web, database and other applications.
  • Demonstrate analytical abilities in resolving complex problems that may not have fully documented handling procedures, with minimal direction.
  • Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team.
  • Proactively share resources and information and provide support to team members to achieve work objectives.
  • Identify and offer possible solutions to issues that may impede collaboration and teamwork.
  • Embrace change and accept ambiguity.
  • Develop a working knowledge of Visa Inc.'s global consumers, clients, and third party vendors.
Job Requirements
  • Able to speak and write fluently in English and Chinese.
  • BS degree in Information Systems CS or related field, or 1-3 years relevant work experience preferably in financial services.
  • Adept customer service background.
  • Working knowledge of Visa systems (preferred)
  • Windows or Unix Certifications preferred or equivalent experience in system administration (1-3 years)
  • Advanced knowledge of commercial, corporate, extranet and intranet applications
  • Proven skills in system administration for multiple platforms.
  • Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques.
  • IT systems, Key Controls, and compliance knowledge
  • Information Technology Infrastructure Library Foundation Certificate (ITIL)
  • Develop and maintain technical skills through participation in on the job training and recommended training classes. Be able to assist junior team members.
About this Company

The iHub is a non-for-profit entity that aims at increasing the hands-on experience and boosting innovation within students. The iHub exists at Ain Shams, Cairo, Alexandria and Minia Universities The iHub partners with many industry companies and startups in providing... (More)

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