Applications Support Analyst - L3 (Java)

Thakral One Pte Ltd


Date: 1 week ago
City: Manila
Contract type: Full time
Role

Applications Support Analyst - L3 (Java)

Responsibilities
  • Fully understands the processes and architecture of the campaigns end-to-end flow
  • Monitors, updates, resolves and executes the Incident Tickets and Service Requests assigned
  • Perform configuration / code fix and changes related to the infrastructure and platform required to resolve an incident and fix a problem record.
  • Provide recommendations for improvement
  • Provide input in timeline estimates for the service requests.
  • Escalation of any foreseen risks or delays, provision of the recommended resolution, and impact assessment
  • Contribute in the preparation of issue resolution progress report and/or update CLIENT counterparts (or as needed)
  • Contribute in the preparation of daily/weekly/monthly campaign-related reports (e.g. campaign trend, operations dashboard, etc)
  • Identify improvements in the delivery process and possible recalibration of service levels (if needed)
  • Participate in the technical assessment of new campaigns, and proactively raise questions and gaps on operational impact and requirements
  • Review and ensure that the campaign's Policy and Procedure Manual (PPM) contains all the procedures required for support monitoring and resolution
  • Review the deployment work plan to validate all relevant objects and assess operational impact
  • Has experienced working in a support group/team providing level 3 type of support with on-call responsibilities
  • Knowledgeable in-Service Level Agreement (SLA); Experienced working in an SLA type of support
  • Ensure that activity progress and completion are aligned with the SLA and target timelines
  • Has knowledge in Incident Management, Request Management and Change Management
  • Knowledge with ticketing tools (i.e Remedy, Service Now)
  • Experience in TELCO an advantage


Additional Responsibilities
  • Respond to occasional support requests from Functional Manager on other related matters
  • Timely status report submission to Leads/PM
  • Conduct Knowledge Sharing sessions to both internal and external teams, if needed.
  • Assist completion of detailed technical documentation
  • Provide support to the operations team with troubleshooting and fixing production issues (for complex tickets that requires development effort)
  • Identify opportunities for the expansion of the project and raises these to the leads / SDM / engagement manager


Skills, Knowledge, and Abilities
  • Excellent communication and interpersonal skills.
  • Ability to communicate with senior/executive management and consultants
  • Excellent organizational and problem-solving skills
  • Comfortable working in a matrix management environment to influence and persuade stakeholders
  • Ability to manage multiple initiatives simultaneously
  • Excellent knowledge and competence in the related business functional area
  • Ability to communicate technical concepts and program strategies
  • Proven time management and negotiation skills
  • Ability to give attention to detail and accuracy
  • Able to work effectively with customers, both external and internal

Experience and Knowledge on ANY of the following:
  • With experience in Java full stack
  • Basic knowledge in SQL/Oracle
  • Devops / Tools for DevOps (Advantage)
  • Tools for microservices (Advantage)

Nice to Haves:
  • Kafka / Camel
  • Aerospike
  • AWS
  • Kubernetes
  • LINUX scripting
  • Monitoring Tools (Grafana, Prometheus)


Education, Certifications, and Experience
  • Bachelor's degree in an information technology field or Computer Science or related fields
  • Experience in operations support type of setup
  • At least 3 to 5 years of working with Java in enterprise environments
  • With 2 to 3 years' experience in incident, problem and change management
  • ITIL Experience/Certification an advantage
Job ID 1722150832 ABOUT COMPANY Thakral One Pte Ltd Singapore 1000 Employees Information Technology

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technolog..

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