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Job responsibilities:
- Responsible for providing reliable delivery of IT services based on IT Service Management (ITSM) processes
- Handling technical and functional incidents related to supported service/application in accordance to Incident Management Guideline throughout all stages of their lifecycle (this includes proper incident logging, categorization, prioritization, functional or hierarchical escalation, investigation & diagnosis, resolution recovery, closure)
- Provide expertise to incident, problem management, change, release and configuration management according to ITSM
- Accountability of services tasks - delegating and direct responsibility for business-critical ones and escalations
- Ensure operational stability and effectiveness of IT systems through appropriate application management, monitoring and support.
- Familiar with configuration, adaptation, scripting and testing expertise to maintain and enhance solutions according to business needs.
- Contribute to knowledge management and ensure quality of knowledge, including solution documentation and knowledge base
- Deep understanding of software development processes
- Maintain GxP systems in validated state, according to Computer Systems Validation (CSV) policy and procedures.
- Responsible in multiple phases in the solution lifecycle, starting with relevant stages in the Implementation phase, and heavily in Operation and Maintenance, and Retirement phases.
- Collaborate with delivery partners and facilitate cross-functional experts to deliver a particular service where required
- Contribute to continual improvement initiatives
- ITIL practical experience
- Plays a lead role in for team of specialists with similar Product/Domain specialization Domain Expert.
Nice to have:
a good understanding of business processes related to (e.g: manufacturing, quality, supply chain and engineering.) Apply knowledge of systems, tools and problem-solving skills in the respective domain. Continual self-development to maintain up-to-date knowledge of the industry and domain of specialization.
Technical Expert:
Maintain good working knowledge of products, both commercial off-the-shelf and proprietary solutions used in the respective domains. Maintain a good understanding of industry reference architecture and terminology. Apply hands-on skills in the underlying technologies required to operate, maintain and enhance the solutions. As a subject matter expertise, complexity of solutions landscape, mission critical and service level
Job requirements:
- 3-5 years of experience as a Specialist supporting applications (analysis and providing solutions for incidents, problems and changes) preferred experience in work as second-line support.
- Knowledge of relational data base (Oracle).
- Good knowledge of SQL/MS SQL, PL/SQL, Unix/linux, Sharepoint.
- Knowledge of Documentum platform.
- General knowledge of business processes, ITIL and Release Management process.
- Readiness to work in a project or in operations.
- Good knowledge of Windows Server 2008, SQL Server 2008 and IIS 7.
- Knowledge of HP ALM / HP Quality Center from an administrative perspective.
- Good communication skills and customer oriented.
- Ability to work as a team member with minimal supervision.
- Ability to learn quickly new technologies and business processes.