Application Maintenance Specialist - New
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Transcript of Application Maintenance Specialist - New
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8/9/2019 Application Maintenance Specialist - New
1/2
Job Title: Application Maintenance Specialist
Job Purpose:
To provide an effective and professional service to customers 24 x 7 x 365 days of the year managing applications throughout their lifecycle !esponding to and resolving incidents effectively and"uic#ly $hile assisting users to ma#e more effective use of des# top systems% products and services and adhering to &T&' lifecycle incident and pro(lem management processes
Principle Accountabilities:
§ To restore service to normal $or#ing conditions as "uic#ly as possi(le
§ Support documentation ) recording all incidents and "ueries
§ *ommunication ) escalation of incident to appropriate people $hen necessary
§ Support + ma#e initial assessment to help customers
§ *lassification + using tools and experience to escalate similar incidents to the appropriate people
§ &nvestigate and diagnose the incident &f incident is recognised to (e a pro(lem assign to the development team $here more in
depth investigation $ill (e underta#en§ !esolution + restoration of services and recording of all incident control actions
§ *losure + formally closing the incident (y revie$ing and categorising it and agreeing sign off (y the customer
§ Monitoring and trac#ing + Trac#ing the progress of the incident and #eeping the customer informed of progress
§ !esponding $ithin agreed S'A,s to all "ueries and incidents
§ Achieve a consistent "uality of service ie hitting targets set
§ -rovide routine advice to customers on the system% products and services
§ Accurate recording of information into the incident logging system% including all information received from the customer and the
actions ta#en§ *onfirm transfer of o$nership of "ueries and incidents $hen escalated to other mem(ers of the team
§ !esponsi(le for ensuring that the advice or information given to the customer is accurate and up)to)date as possi(le
§ Sharing of information $ithin the team on particular incidents and "ueries ie ./01
§ Maintain o$n #no$ledge of products and services ie Support i#i
§ -rovides cover for other team mem(ers $hen necessary
§ !evie$ customer call statistics regularly
§ &nform of any trends eg user "ueries that may (e identified
§ &dentify $ays that internal procedures systems could (e improved to provide a (etter service
§ -roduce data extracts and reporting
§ ill re"uire flexi(ility to provide support coverage from 73am + 6pm M)
§ illing to 8oin an 99: application support rota
§ Ta#e o$nership and responsi(ility for allocated incidents
Attainments, Skills and Qualifications:
• ;udges $hen it is necessary to escalate
customer "ueries and incidents to more seniormem(ers of the team for resolution
• 0ecides the most appropriate course of action to
resolve incidents
• sing o$n initiative to solve pro(lems ? assisting
other team mem(ers in the implementation ofsuch resolutions for similar issues
• An a(ility to ta#e responsi(ility for personal
$or#loads ? training% as $ell as excellentcommunication s#ills
• /xperience $ith any of the follo$ing technologies
and the support of applications utilising them%$ould (e advantage@ 9racle% >&B'inux% SC'Server% Sy(ase% MySC'% Scripting languageseg inB- shell script% ;ava Script% -earl% >&Bshell script or 'A0es#
• ell developed interpersonal and communication
s#ills
• ell developed numerical and ver(al reasoning
and literacy s#ills
Analytical approach to diagnosing and solving
pro(lems% good attention to detail and "uality ofoutput
Dood organising and administrative s#ills
Self)motivated $ith a flexi(le approach and a
sense of team$or#
A(ility to communicate $ith customers $ith a
$ide variety of &T experience A general understanding of programming
concepts
Essential Competencies:
*ommunication
*ustomer Services
-rocess mappingunderstanding data
interaction
Desirable Competencies:
• &T&'
Assessment Process: Grade:
T1*
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8/9/2019 Application Maintenance Specialist - New
2/2
*hallenging the need for a
processre"uirement to improve theoutcome
Testing
/xecution&mplementation
-ro(lem solving
-atience ? understanding
Reports to:
Application Maintenance Manager