Application Production Support


Job description

Job Description:
The goal of the Application Production team is to prepare a suitable application’s environment and maintain it up and running providing an effective, responsive and proactive level of support.

Main Responsibilities:
• Technical support of all the environments hosting our partner's applications, both locally developed and third parties internally hosted
• Ensuring the specialist support to the IT development and Application Support team
• Manage applications migrations/re-hosting
• Coordinate the change management for all the applications in scope
• Collaborate to the changes on the infrastructure hosting the applications in scope
• Contribute to global/local strategic projects

Main Activities:
• Is responsible for deploying application by setting up the environments according to our parner's standards, troubleshooting and produce accurate documentation
• Needs to be flexible and adaptable as well as having a broad technical hands-on knowledge of different application technologies and enterprise infrastructure (cloud).
• Ensures that the solution is always operational and optimal (capacity, upgrades, performance, obsolescence, etc.)
• Adopts global and departmental guidelines, IT best practices and IT Security recommendations
• Define tactical solutions to resume processes as quick as possible
• Contribute to solve incident and find out the root cause
• Guarantees the on-call availability during the required time windows or at the weekend for extraordinary activities
• Perform regular reviews of scripts before UAT phase
• Perform a regular report to Project Manager/Technical Leader of server and application points to improve
• Proposes and implement optimizations for the project (can be linked to server configuration, rewrite of scripts)
• Perform a capacity planning for projects at least once a year
• Provide support to projects regarding definition of solutions
• Participate on the standardization of practices
• Participate on the validation of migrations done of servers instances
• Participate on the evolution of servers tools

• Teamwork attitude: work cooperatively toward a common objective
• Accuracy: manage details to fully achieve required objectives and safeguard the context
• Stress management and self-control: be able to switch quickly from one topic to another, handle multiple incoming enquiries, control the external pressure without losing clear thinking
• Problem solving: consider issue by gathering relevant information, analyzing data, evaluating alternatives to find out tactical solutions
• Strong analytical skills: break down problems into components by identifying relevant issue and recognizing connections
• Responsiveness: promptly address needs based on understanding their priorities and constrains
• Autonomy: manage own work in order to take the appropriate actions
• Proactivity: be able to anticipate issues or new technical requirements thus addressing to the appropriate teams/colleagues

Main Tasks:
• Support the business in their IT needs and understand the business workflows and scenarios                                                                    
• Maintaining a proper coverage in their designated shift                                                       
• Voluntarily picking up work and tasks as received over email, phone or in person                                                               
• Provide business, team members and other project/task partnering teams updates on the issue/task/project                                                                   
• Understand the underlying issue and the associated patch fix/release and identify systemic issue                                                          
• Contribute towards better post-release checkouts                                                                
• Improving day to day tasks by writing scripts and automate tasks that are procedure oriented     


Technical Skills:
First class Graduate in any discipline (Computer Science preferred) from a reputed university with a good background of software development/support - Mastery
At least 10 years’ experience in a similar position - Mastery
File Transfer Open protocol, sftp, ftp and proprietary protocol (cft) - Practice
Relational database concepts’ knowledge - Expert
General IT infrastructure knowledge - Mastery
Particular knowledge and experience with RedHat Linux with Windows, UNIX, WAS, SQL, (Microsoft Sql & Oracle Sql) - Mastery
Windows (power shell, active directory, Event logs, …) - Expert
Network concepts, balancer, https certificates - Mastery
Application Performance Monitor (Dynatrace preferable) - Expert
SYS ADMIN - Mastery
Experience with system scripting - Mastery
Good understanding of the ITIL norm especially Incident, Change and Request Management and practices - Mastery

Soft Skills:
Good communication skills - Expert
Autonomous and proactive person - Mastery
Team player - Expert
Think out-of-the box and come up with new ideas/ improvements for the processes - Expert
Organizational Skills - Expert

Language Skills:
English - Expert
French (Plus) - Practice

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