Application Support, Executive: –

Summary:

Provide 1st level support to applications systems in the company to ensure SLA is met by
collaborating with different stakeholders (developers and/or vendors).

Responsibilities:

1. Picking up the daily applications support tickets (incident request and service request) by prioritizing, assigning and thereafter closing the tickets in the service management tool/system.
2. Provide troubleshooting and solutioning (data patching, query refinement, code
   fixing/debugging, etc.) to the tickets received to ensure they are closed according to the service level agreement (SLA).
3. Assist the lead coordinator for major incident management processes including assembling the required internal and/or external resources for resolution.
4. Provide periodic communication to management and stakeholders for any major incident.
5. Work with different stakeholders to complete the report for any major incident.
6. Analyse repeating/recurring support tickets that are of similar in nature to perform root cause analysis and apply permanent resolution for such incidents. This would be part of the problem management processes that would need this candidate to manage.
7. Administer the service management tool/system adopted by the company.

Application Support, Senior Executive: –

Summary:

Developing and supporting the various integration/interfaces between different systems in the company to ensure IT services operate smoothly without disruption.

Responsibilities:

1. Developing APIs and web services between different applications systems to ensure applications interfaces are enabled.
2. Monitor and support the different integration points between different systems to avoid service interruption. The scope includes payment gateway integration.
3. Participate in the requirement study for systems integration and provide solutions for applications’ interfaces.
4. Develop documentations for the various integrations requirements and ensure the
   documentations are updated whenever there are changes.
5. Perform quality assurance testing to ensure integration between different systems can support the high volume of transaction.
6. Ensure security requirements are built into the different interface points between different systems.
7. Collaborate with internal and external stakeholders on requirement study, development, support and maintenance of the various integration points in the company.
8. Recommend best practices and suitable technical architecture for systems integrations.