L2 App Support-Moogle

Key Results Areas/Job Responsibilities

• Incident Management
• Receives incidents from the L2 Application Support for resolution and support and
  
  

works continuously with them to gain information beneficial to the resolution of the

incident.

• Performs deep analysis and investigation of the incident received from the L2
  
  

Application Support.

• Diagnose faults and determine whether new incidents are related to known errors
  
  

or existing incident records.

• Consults and works with his or her Immediate Superior regarding the incident as
  
  

well as the business domain processes.

• In case of P1 incidents and being the final level of application support, L3
  
  

application support is expected to diagnose and to identify root cause and provide

a workaround or solution to the incident as quickly as possible.

• If a P1 incident occurs after working hours then he or she would have to be
  
  

available to resolve the issue on priority.

• Directly communicates with end customers for additional information of the
  
  

incident.

• Contributes to the knowledge base essential for continuous process improvement
  
  

of Application Support.

• Problem Management
• Identifies, reports and submits details of potential problems to Problem Manager
  
  

for his or her review.

• Reviews, analyzes, and investigates the problem in order to identify its root cause
  
  

and provide corrective action/permanent solution or preventive action.

• Consults and works with his or her Immediate Superior regarding the problem.
• Creates and documents root cause analysis details, workaround, and
  
  

corrective/preventive actions.

• Implements corrective/preventive actions to the problem
• Verifies if the action has addressed the root cause. Additionally, ensures that the
  
  

implemented action does not result in another incident.

• Provides an update to the Problem Manager and Immediate Superior regarding the
  
  

outcome of the implementation.

• Change Management
• Identifies the incident or problem if it requires a change request to resolve the
  
  

issue.

• Understands and analyzes business processes and provides inputs to further
  
  

enhance or improve and to clarify the change request requirements.

• Evaluates change requests to determine feasibility, time required, compatibility and
  
  

dependencies with current system(s).

• Consults with Immediate Superior or directly communicates with end users to
  
  

clarify change request requirements

• Must ensure that best practice is followed and must always be applied on all
  
  

projects.

• Converts change request requirements into sequence of detailed instructions and
  
  

logical steps for coding into language that will be processed by computer, applying

knowledge of computer programming techniques and languages.

• Codes computer programs following standard coding procedures defined and
  
  

performs unit testing.

SUPPLEMENTARY INFORMATION (Requirements)

• Bachelor’s or College degree in Information Technology, Computer Engineering, and/or related fields. Other courses are welcome as long as he or she has extensive related experience.
• Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management
• Experience in business domain processes is preferred but not required

Key Results Areas/Job Responsibilities

• Incident Management
• Receives incidents from the L2 Application Support for resolution and support and
  
  

works continuously with them to gain information beneficial to the resolution of the

incident.

• Performs deep analysis and investigation of the incident received from the L2
  
  

Application Support.

• Diagnose faults and determine whether new incidents are related to known errors
  
  

or existing incident records.

• Consults and works with his or her Immediate Superior regarding the incident as
  
  

well as the business domain processes.

• In case of P1 incidents and being the final level of application support, L3
  
  

application support is expected to diagnose and to identify root cause and provide

a workaround or solution to the incident as quickly as possible.

• If a P1 incident occurs after working hours then he or she would have to be
  
  

available to resolve the issue on priority.

• Directly communicates with end customers for additional information of the
  
  

incident.

• Contributes to the knowledge base essential for continuous process improvement
  
  

of Application Support.

• Problem Management
• Identifies, reports and submits details of potential problems to Problem Manager
  
  

for his or her review.

• Reviews, analyzes, and investigates the problem in order to identify its root cause
  
  

and provide corrective action/permanent solution or preventive action.

• Consults and works with his or her Immediate Superior regarding the problem.
• Creates and documents root cause analysis details, workaround, and
  
  

corrective/preventive actions.

• Implements corrective/preventive actions to the problem
• Verifies if the action has addressed the root cause. Additionally, ensures that the
  
  

implemented action does not result in another incident.

• Provides an update to the Problem Manager and Immediate Superior regarding the
  
  

outcome of the implementation.

• Change Management
• Identifies the incident or problem if it requires a change request to resolve the
  
  

issue.

• Understands and analyzes business processes and provides inputs to further
  
  

enhance or improve and to clarify the change request requirements.

• Evaluates change requests to determine feasibility, time required, compatibility and
  
  

dependencies with current system(s).

• Consults with Immediate Superior or directly communicates with end users to
  
  

clarify change request requirements

• Must ensure that best practice is followed and must always be applied on all
  
  

projects.

• Converts change request requirements into sequence of detailed instructions and
  
  

logical steps for coding into language that will be processed by computer, applying

knowledge of computer programming techniques and languages.

• Codes computer programs following standard coding procedures defined and
  
  

performs unit testing.

SUPPLEMENTARY INFORMATION (Requirements)

• Bachelor’s or College degree in Information Technology, Computer Engineering, and/or related fields. Other courses are welcome as long as he or she has extensive related experience.
• Has at least one (1) year of experience in Level 2 Application Support, Incident Management, Problem and Change Management
• Experience in business domain processes is preferred but not required