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L2 Application Support Specialist

Salary undisclosed

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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.