Job Description
Key Objective
Providing application delivery support to meet business need global/regional based.
Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.
Design and implementation of support processes using ITIL best practices.
Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.
Responsibilities
Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.
Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.
- Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.
- Adhere to compliance policies and enforce operation procedure
- Drive for operational excellence of business-as-usual processes.
- Provide regular and accurate reports to stakeholders as appropriate
- Prepare achievable/improvement plans and track activities schedule
- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
- Participate in the planning and coordination of regular product releases/enhancement
- Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
- Identifying, assessing and managing risks to the success of business-as-usual processes.
- Participate in the planning and coordination of quarterly product releases for our customer base.
- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
- Liaise with the various local and international support groups for Incident and Request Tasks escalation
- Act as incident manager and communicate outages to respective stake holders and management
- Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
- Develop/enhance appropriate processes and procedures.
- Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices
- Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.
- Adopting agile practice as part of support process aligned with regional/global
- Ensuring security and audit compliance for all the support deliverables