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Job Description
- Analyse and diagnose technical problems in the supported applications in the production environment with full ownership and accountability over the production environment entailing fast restoration of services in case of outages.
- Perform the daily technical support tasks and handle the raised tickets related to in-domain Apps to properly close and reply to customer and user issues.
- Apply with vendor involvement, if required - all updates, upgrades, and certifications required to maintain best performance over the concerned applications.
- Being on-call out of working hours for urgent system problems.
- Report incidents to IT service desk and generate monthly reports of all detected and resolved issues to maintain tracking history.
- Perform the required deployments and implement requested Change requests related to in-domain Apps and ensure deployments are done with no issues via performing the needed post production checks.
- Install software updates and new releases for the supported applications and terminals to avoid any service interruption and the maximum acceptance.
- Perform Periodic Health Checks & ensure Monitoring is in place for in-domain Apps & Develop New Health Checks/Alarms for in-domain Apps
- Handle Automations for the manual tasks and handover to operations teams
- Empower First Call resolution though User Empowerment through Self Services for both service desk and customer care / call center; if applicable.
- Troubleshoot and perform root cause analysis of all reported problems over the supported applications
- Apply and test the fixes received from the vendor over test environment to ensure that issue is recovered.
- Share in all changes, enhancements and projects in-domain by attending business and technical training and to receive handover from implementation teams to be able to perform its production support.
- Maintaining and updating technical documents and procedures speciality in IBM tools (BPM , ECM and case management + ODM )
Job Requirements
- Minimum of 2-5 years’ work experience in a relevant field
- Certifications; Having a certification from a reputable institution will be an added advantage.
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