WiPay Tech Team Job Description
Application support covers the practices and disciplines of supporting the IT systems/applications which are currently being used by the end users. An application support person/team is responsible for monitoring the production servers, scheduled jobs, incident management and receiving incidents and requests from Customer support, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams. These teams may include developers, system engineers and database administrators.
Job Highlights:
• IT Application/Production Support.
• Train, coach, and mentor application support team.
• E Money Applications and relate systems.
Job Description:
• Define, develop, and implement service support processes, tools, templates, and methodologies to be used across the organization
• Train, coach, and mentor application support team in the use of these processes, tools, templates, and methodologies
• Manage multiple, concurrent issue/request from initiation through delivery, ensuring that all requests are completed on time and to the required level of quality
• Providing software application support
• Performing analyses on software application functionality and suggesting improvements.
• Responsible for availability, incident, problem and change / release for the applications in scope.
• Coordinate between various teams like PO, DevOps and development team to resolve, analysis of root cause for complex issues.
• Follow thru to ensure each problem is resolved according to SLA.
• Ensure escalation and communication to stakeholders as necessary
• Lead and manage implementation of small job request e.g. query report, security patch, DR&RDR exercise, infrastructure change, regression test, etc.
• Collaborate with cross-functional teams to maintain efficiency, consistency and achieve successful implementation of application
• Prepare and present status of incident reports.
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