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Lead Application Support (Shift Work/Perm/Web Apps)

Singapore
Full-time Permanent
Consumer Software
Date posted:
28/03/2018
• Position: Lead Application Support.
• Employment Type: Permanent
• Location: Shenton Way
• Environment: Shift-work

Job Brief:
We are seeking Lead Applications Support Analyst to join a growing Professional Services team. In this role, you’ll have an opportunity to support large installations, including servers and applications, as well as other software as assigned.
You’ll have an opportunity to set up new support team for applications and systems and also provide hands on day to day production support and user support as needed.

Responsibilities:
  • Set up and run 24/7 shift level 1 application support team for applications and systems
  • Function as Lead for local application support team involved in the recruitment process of the staff and management of the staff, plan shift rotation
  • Ensures the support team is providing necessary help to the end-users and assigns work to the staff
  • Provide coverage which will require shift/rotation and might include weekend work to cover
  • Conducts training sessions for the team members and new members in the team
  • Solves critical issues of the system which the less-experienced application support could not solve and help them in understanding the problems with the software systems
  • Documenting the reports obtained from the team members and presenting them to stakeholders
  • Ownership of all issues that are raised, through to closure regardless of which development team or vendor ultimately resolves the issue
  • Maintain a knowledge base of known defects, issues, process, techniques etc. Update and manage problem tickets appropriately
  • Manage stakeholder relationships with management, other technology teams or end-user clients on a day to day basis
  • Conduct application testing, support client application testing, and collect and summarize test result
  • Create and maintain job schedules, job tracking, client communications, team communications, Web reports, and other documents that may be required
  • Train users on applications and help them resolve application issues
  • Liaise closely with business users and build good rapport
  • Handle escalations and manage client expectations on an ongoing basis
  • Lead the improvement of service & change processes, procedures and outcomes, in alignment to ITIL practices
  • Perform database queries using T-SQL if necessary
  • Enhance and debug application code if necessary

Requirements
  • Bachelor’s Degree in Computer Science, Engineering
  • Relevant experience in this field will also be considered
  • Knowledge and experience in Web based applications / architecture
  • Experience querying and working with relational databases
  • Experience with some programming languages and willingness/ability to learn
  • Excellent verbal and written communications skills, including the ability to create organized and informative reports, as well as comprehensive, accurate documentation
  • A history of working independently without close supervision and demonstrated time management skills
  • Strong analysis, research, investigation and evaluation skills, with a structured approach to problem solving
  • Excellent interpersonal skills, team player
  • Comfortable working directly with end users
  • Due to 24/7 operation, must be willing to be available for out of hours work
  • Understanding of IT industry working practices / methodologies – ITIL foundation certification desirable but not essential
  • Qualification in Computer Science or equivalent
  • A history of working independently without close supervision and demonstrated time management skills
  • Comfortable working directly with end users
  • Willing to work on rotating shifts including weekends

If keen, kindly forward your resume to ssso@scientecsearch.com

Please take note that we only contact those who get shortlisted for the role.

Company Name: ScienTec Consulting Pte Ltd
EA licence no.: 11C5781
EA personnel name: Olsem Stefanus Emmanuel
EA personnel registration no.: R1655896

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