Position Details:

To lead and provide high quality operational and technical application and systems support to customers and internal business functions. Owner of the Incident Management process, ensuring SLA goals are achieved. Minimize the adverse impact of Incidents and Problems on the business and prevent reccurrence of Incidents.

Experience

• 5-10 years of experience working in IT/MIS environments in support role
• Prior Tier II level support experience routing and prioritizing tickets and managing deliverables, including patches, hotfixes
• Experience of application support of software platform
• Bachelors Degree preferred
• SQL, ElasticSearch, and AWS experience preferred
• Experience in providing services to agreed SLA’s and OLA’s
• Experience with supporting multi-tier infrastructures
• Self-motivated and highly professional with ability to lead and take ownership and responsibility

Knowledge, Skills and Abilities 

• Ability to manage expectations and lead discussion across functional teams
• Strong customer focus with attention to detail
• Ability to multi-task, work under pressure and to tight deadlines
• Experience with impact assessment for reported incidents in order to drive quick resolution for customers
• Ability to build relationships and develop trust with peers and business partners
• Technical and working knowledge of application architecture
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
• Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
• Maintain application monitoring, performance tuning and testing
• Provide input to administering and maintaining all production and internal environments
• Strong written and verbal communication skills
• Ability to multi-task and context-switch across a variety of customer incidents and needs
• Excellent organization and prioritization skills
• Experience with billing application support is a plus