IT App and Platform Support
Salary undisclosed
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JOB RESPONSIBILITIES:
Incident Management: Troubleshooting, Resolution & Escalation:
- Ensure all issues/incidents are properly logged via SM IT Helpdesk (SMITH)
- Prioritize and manage several open issues at one time in coordination with the Service/HelpDesk Team
- Takes over incidents which cannot be solved immediately with the means of L1 Support (Service/Helpdesk)
- Research and identify solutions to software, application and platform raised by the end-users
- Diagnose and troubleshoot technical issues, including but not limited to Sharepoint Workflows and Outsystems Platform
- Communicate with users through a series of actions, either via phone, email or chat, until technical issue has been solved
- Properly escalate unresolved issues to appropriate internal teams (e.g. Dev, NetOps, SysAd and Others) or external teams (vendors, 3rd-party Service providers)
- Track issues and ensure compliance within agreed SLA
- Provide timely and accurate feedback to end-users
- Document technical knowledge in the form of manual or Knowledgebase
DevOps:
- Perform platform preventive monitoring and support maintenance (eg, fine-tuning, component errors, OutSystems, Sharepoint incidents, etc)
- Able to work after office hours for deployment, maintenance and IT DRP exercises.
- Works closely with PM and Dev to understand, define and document business & user requirements.
- Researches and identifies new application systems to meet the changing business needs as required.
- Provide support in the development of test scenarios to ensure system development and changes meet business needs including integration across platforms (e.g SAP and other 3rd party applications).
- Works closely in collaboration with other internal IT sub-groups.
- Supports application users by resolving system related problems in a timely manner, with the ability to recognize systematic issues which require further configuration or development.
IT Asset Management/Capacity Planning:
- Maintain and update the IT Application Inventory and registry
- Document Applications for commissioning and decommissioning based on the SDLC and ALM Policies
- Participate in the periodic IT Infra capacity planning to ensure the continuous delivery of services and mitigate any IT resource-related issues.
Others:
- R&D and testing of new IT Solutions in the market that can be adapted.
JOB QUALIFICATIONS:
- Graduate of BS IT, Computer Engineering / Science, or any IT Course
- Minimum 5-7 years of experience.
- DevOps or ITIL Foundation is a plus.
- Experience in Application Support for Sharepoint or Outsystems
- Basic to intermediate understanding and working knowledge in Linux, Apache, Microsoft Server IIS, MSSQL/MariaDB, Virtualization (Hyper-V/VMware) and Cloud Services
- Candidates must be willing to work onsite at MOA Complex, Pasay City.
JOB RESPONSIBILITIES:
Incident Management: Troubleshooting, Resolution & Escalation:
- Ensure all issues/incidents are properly logged via SM IT Helpdesk (SMITH)
- Prioritize and manage several open issues at one time in coordination with the Service/HelpDesk Team
- Takes over incidents which cannot be solved immediately with the means of L1 Support (Service/Helpdesk)
- Research and identify solutions to software, application and platform raised by the end-users
- Diagnose and troubleshoot technical issues, including but not limited to Sharepoint Workflows and Outsystems Platform
- Communicate with users through a series of actions, either via phone, email or chat, until technical issue has been solved
- Properly escalate unresolved issues to appropriate internal teams (e.g. Dev, NetOps, SysAd and Others) or external teams (vendors, 3rd-party Service providers)
- Track issues and ensure compliance within agreed SLA
- Provide timely and accurate feedback to end-users
- Document technical knowledge in the form of manual or Knowledgebase
DevOps:
- Perform platform preventive monitoring and support maintenance (eg, fine-tuning, component errors, OutSystems, Sharepoint incidents, etc)
- Able to work after office hours for deployment, maintenance and IT DRP exercises.
- Works closely with PM and Dev to understand, define and document business & user requirements.
- Researches and identifies new application systems to meet the changing business needs as required.
- Provide support in the development of test scenarios to ensure system development and changes meet business needs including integration across platforms (e.g SAP and other 3rd party applications).
- Works closely in collaboration with other internal IT sub-groups.
- Supports application users by resolving system related problems in a timely manner, with the ability to recognize systematic issues which require further configuration or development.
IT Asset Management/Capacity Planning:
- Maintain and update the IT Application Inventory and registry
- Document Applications for commissioning and decommissioning based on the SDLC and ALM Policies
- Participate in the periodic IT Infra capacity planning to ensure the continuous delivery of services and mitigate any IT resource-related issues.
Others:
- R&D and testing of new IT Solutions in the market that can be adapted.
JOB QUALIFICATIONS:
- Graduate of BS IT, Computer Engineering / Science, or any IT Course
- Minimum 5-7 years of experience.
- DevOps or ITIL Foundation is a plus.
- Experience in Application Support for Sharepoint or Outsystems
- Basic to intermediate understanding and working knowledge in Linux, Apache, Microsoft Server IIS, MSSQL/MariaDB, Virtualization (Hyper-V/VMware) and Cloud Services
- Candidates must be willing to work onsite at MOA Complex, Pasay City.