Contract Type: Permanent
Location: Singapore
Reference: Job ID 057903
Contact Name: HTS
Contact Email: Hello@halftheskyasia.com
Job Published: October 15, 2019 16:32

Job Description

Job Summary

This Application Support Analyst collects information and participates in the identification of incident and problem trends in a 24x7 environment. He/She conducts root cause analysis and participates in the resolution and prevention of business impacting Information Services' (I.S.) outages. This position analyzes root causes and identifies actions for prevention of recurring problems and incidents. He/She communicates problems to management as well as change processes to I.S. functions.

Job Duties

(a) Supports the Problem Management Process

  • Provide 1st and 2nd level support and resolution on application remotely 
  • Gather and analyze user problems, troubleshooting and resolving it at first contact or escalating it to the next level of support
  • Tracks and reports on I.S. environment trend analyses to identify potential and recurring problems
  • Identifies opportunities to improve I.S. services and to reduce business impact

(b) Analyzes Root Causes

  • Directs resources and coordinates root cause analyses initiatives to manage action items
  • Conducts root cause analyses and follow-up meetings to track and report on resolution progress

(c) Gathers and Organizes Data

  • Provides data documenting processes to ensure current and accessible data

(d) Provides Incident Management Support

  • Manage the incident bridge and update the incident status to management
  • Follow up with technical team with regards to escalated issues and response to end user
  • Schedules status and team meetings to support staff, stakeholders, and users

(e)Responds to Requests and Provides Information

  • Responds to questions from I.S. colleagues to provide information and to resolve issues

(f) Others

  • Plan and execute infrastructure related projects (eg: System failover exercise)
  • Perform task as and when assigned by supervisor

Job Requirements

  • Possess a Diploma or Degree in Computer Science/Information Technology or equivalent with at least 2 years working experience in similar capacity
  • Familiarity with HR and financial systems, Logistics and Supply Chain Management Systems and/or distribution and exposure to Brokerage system will have an added advantage
  • Experience with scripting languages on databases such as Oracle and SQL would be an added advantagePrior experience in a Production Support Group that is in a high availability/ mission critical environment is an added advantage
  • Willing to perform 24/7 standby support duties
  • Excellent presentation, organizational, problem solving, trouble shooting skills
  • Good Team player
  • Good oral/written communication skills

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