Application Support Engineer

Title

Application Support Engineer

Job Function:

• Provide operational support on ADB business applications in a production environment
• Provide analysis of failures and trends on ADB applications

Responsibilities:

• On line monitoring, administration and support of ADB applications running on Windows, Linux, Oracle on-premises and cloud based platforms
• Provide operational & business support for various on premises and cloud based ADB applications to ensure service is provided within customer Service Level Agreements
• Monitor, log, investigate and resolve failures on transaction processing applications
• Liaise with and provide assistance to customer representatives during problem resolution
• Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer
• Perform scheduled daily, weekly monthly support tasks
• Perform investigations on application support techniques to continually improve operational support and simplify achievement of customer SLAs
• Perform proactive analysis of failures and trends on ADB applications and data to improve service levels
• Conduct routine maintenance, upgrades and deployment of ADB applications
• Provide assistance and training to ADB support team members
• Provide application performance information and participate in periodic support compliance audits
• Perform after hours standby support on ADB applications running in a production environment
• Comply with the business footprint shift requirements of the ADB support team

Education Required:

• 3 Year tertiary qualification or a relevant IT qualification

Experience Required:

• 2 years + application support engineer experience

Essential Competencies:

• Knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
• Problem solving exposure at application and business transaction level using application log files and SQL database queries
• Commitment to performing routine as well as investigation/analysis work tasks
• Ability to solve medium to high complexity problems
• Understand and help to develop the support team technical competency
• Self-motivated, proactive, taking ownership of problems until they are resolved
• Mature person with the sense of responsibility to do after hours shifts and standby

Advantageous Competencies:

• Good oral and written communication skills
• Good customer relationship skills
• Quick learner (short initial ramp up period)
• AWS certification

Additional Requirements:

• Comfortable with working in the customer domain
• Adjust to the needs of a flexible working environment

Additional Comments:

• Looking for an above average knowledge of working with business applications on Windows & Linux, Mirco-services, AWS Cloud, etc.
• A person that understands the importance of quick assistance and resolution of customer issues and requests

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