Senior Technician Application Operations Support

1. Job details

• Entity edara Band D.1
• Job Technician Application Operations Support Job Code 115.445
• Position Title Senior Technician Application Operations Support Reports to Position Manager - Operations IT Services

Department: Technology Operations Division: Infra

Written on: 20-Mar-2023 Revised on

• How many colleagues are being managed? Direct reports: TBA
• Team total: TBA

Financial Dimensions: TBA

Key Accountabilities

• Team Management
• Lead and manage a team of applications support analysts, providing guidance, mentorship, and performance evaluations.
• Foster a collaborative and productive team environment, promoting professional development and knowledge sharing.
• Guides technical implementation team on the approach and technical functions during the project deployment
• Provide technical mentorship and guidance to junior team members
• Applications Solutions
• Contributes to RFI and RFP for individual products and end-to-end solutions
• Manage technical discussion meetings to gather the required information for the Technical Design Specification creation and to make sure that the client requirements are correctly addressed in the provided solution
• Analyze, design, and implement software solutions of varying complexity, including server-side and middleware
• Application Maintenance and Support
• Ensure the availability, performance, and stability of our applications and software systems.
• Oversee the resolution of application-related incidents, problems, and service requests, ensuring timely and effective responses.
• Collaborate with cross-functional teams, such as development, infrastructure, and quality assurance, to address and resolve application issues.
• Design and implement effective solutions and models to store and retrieve client data.
• Install and organize information systems to guarantee data lake functionality
• Manage vendors and extracts relevant information for knowledge transfer, conducts knowledge transfer sessions for deployment projects, technologies, and solutions
• Diligently teaming with the infrastructure, network, database, application and business intelligence teams to guarantee high data quality and availability
• Application Troubleshooting and Problem Solving
• Investigate and analyze complex application issues, identifying root causes and implementing appropriate solutions.
• Develop and maintain troubleshooting guides, knowledge bases, and standard operating procedures to enhance support efficiency.
• Provide escalation support for critical application incidents and act as a point of contact for senior management.
• Monitor the system performance by performing regular tests, troubleshooting, and integrating new features
• Support existing software including development of enhancements, defect resolution, determining and resolving performance issues, debugging, upgrading, deployment and migration
• Application Optimization and Enhancements
• Collaborate with business stakeholders to identify opportunities for application improvements, performance enhancements, and feature enhancements.
• Participate in the planning and implementation of application upgrades, patches, and migrations, ensuring minimal disruption to business operations.
• Oversee the migration of data from legacy systems to new solutions and recommend solutions to improve new and existing database systems
• Relationship Management
• Establish and maintain strong working relationships with internal users, business units, and external clients to understand their application support needs and expectations.
• Serve as a liaison between the applications support team and other departments, facilitating effective communication and coordination.

Qualifications, experience, skills and competencies

Qualifications

• BSc. / B.E / M.C.A
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)

Experience

• Proven experience in managing a team of application support analysts.
• In-depth knowledge of application support best practices, ITIL framework, and incident management processes.

Skills

• Strong technical proficiency in troubleshooting, maintaining, and supporting enterprise applications and software systems.
• Experience with Bigdata, Data Analytics, databases, SQL, scripting languages, and application monitoring tools.
• Excellent problem-solving skills with the ability to analyze complex issues and provide innovative solutions.

Competencies

Please provide the level of competency as per the grade: Level 1 for Band 6, Level 2 for Band 5, level 3 for Band 4, level 4 for Band 3.

• Think strategically (Level 2 of 5)
• Achieve tangible results (Level 2 of 5)
• Lead breakthrough change (Level 2 of 5)
• Exceed customer expectations (Level 2 of 5)
• Nurture, Inspire and Motivate (Level 2 of 5)
• Target win-win outcomes (Level 2 of 5)