Service Delivery Analyst Senior (Application Support)

What You Will Do:

• Provides technical support activities for a software production processing environment.

• Installs, maintains, and supports application/source code and/or its components and subsystems including third party software.

• Detects, diagnoses, and reports related problems.

• Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.

• Provides technical assistance to programming staff in the analysis of application software amends, performance, and resource consumption.

• Creates and maintains complete documentation relative to the support of application software.

• Provides twenty-four hour support for applications and supporting software.

• Provides consultation to internal users regarding software capabilities and use.

• Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.

• Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.

• Assists development teams in requirements definition, system design and delivery of projects.

• Verifies technical specifications for development projects.

• Acts as project liaison/Services Delivery advocate on projects.

• Assists client support with development of internal and client directed communications related to incidents, problems or known errors.

• Plans and supports application specific disaster recovery activities including development and maintenance of documentation.

• Conducts production support validations/certifications and accepts turnover from development.

• Provides standardized operational reporting metrics to business as well as information technology management.

• Monitors and maintains product availability, capacity and performance for products based on defined service level.

• Provides support to the application security functionality and related administrative and audit services.

• Participates in change management reviews, confirmation of changes implemented and validate associated documentation.

• Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.

• Other related duties assigned as needed.

What You Will Bring:

• Must have skills/experiences: - 1.) Application Support for AWS Cloud hosted and Windows-Hosted on-prem applications 2.) Good knowledge in IIS 3.) Good knowledge in PowerShell Scripting 4.) Experience with communicating directly with clients (through calls/emails) 5.) Well-versed in at least one scripting or programming language such as PowerShell, Batch scripting. 6.) Fluent in English; good written and verbal communication skills.

• Nice to have skills/experiences: Familiar with basic SQL and Oracle Database activities

• Willing to work on Weekdays from 7:30am to 4:30pm PHT

• Must be willing to work on a shifting schedule if needed (including weekends)

• Must be willing to work on a hybrid setup (at least twice a week); office location is at 2305 Ecoplaza Building, Don Chino Roces Ave, Makati City

• At least 5-7 years of relevant experience

• College Undergraduates and Non-Bachelor's Degree holders with relevant experience are welcome to apply

• Requires a working knowledge of applications and utilities used by supported products

• Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems

• Ability to demonstrate interpersonal and teambuilding skills and manage conflict

• Ability to understand and apply concepts

• Ability to analyze and solve problems using learned techniques and tools including escalation practices

• Skilled use of Microsoft Office package and related software applications is required

• Team skills, including the ability to establish and maintain effective working relationships

• General business skills, industry knowledge, financial management and planning skills

• Strong analytical, statistical and problem-solving skills

• Ability to utilize judgment in decision making process and decisions related to job tasks

• Strong organizational skills and ability to handle multiple tasks and meet deadlines

• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

What We Offer:

• A competitive salary and benefits

• Great workspaces with dedicated and motivated colleagues

• A variety of career development tools, resources & opportunities

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