Monitor, maintain and upgrade applications on the servers.
Create reports on License usage based on logs generated by Application setup. Configure and support 3-tier architecture-based applications.
Aim for 100% customer satisfaction and client-focused delivery.
Manage application-related incidents and requests according to defined SLAs and ensure 100% adherence to the incident and request best practice guidelines.
Ensure new first and second-line fixes are documented, fed back and incorporated into the Knowledgebase to increase L1 fix rates.
Actively support the removal of single points of failure and drive automated and Level 0/ self-service support processes.
Provide knowledge transfer and training to the Global Service Desk.
Liaise with software vendors where required to provide triage support for user incidents.
Coordinate responses to high-priority incidents, escalations and support of the significant incident process where required.
Experience:
Essential:
Good knowledge of Windows server 2016/2019.
Good understanding of powershell and ability to use it for automation.
Expertise in resolving application network licensing and standalone license configurations.
ITIL v4 Foundation and knowledge of ITIL Service Operation.
At least two years of hands-on experience in ITIL Service.
Management principles and processes.
Exceptional timekeeping and time management.
Excellent customer service skills, strong business focus and stakeholder engagement skills.
Solid written and verbal communications skills, including report writing and technical documentation.
Solid technical knowledge of enterprise IT environments.
Ability to build positive, cooperative relationships and communicate at all levels with other groups and departments.
Knowledge of IS work management systems, ideally ServiceNow.
Good to have:
Experience working in a multicultural and international environment.
Experience working on SQL servers, need to know advanced SQL querying.
Knowledge on Application logs and crash log analysis.
Competencies:
Role-specific:
Excellent telephone manner.
Ability to work unsupervised and as part of a team, and to assess and prioritise work.
Good organisational knowledge, attention to detail and listening skills.
Reliable, flexible, adaptable and innovative approach.
Able to remain calm under pressure.
Behavioural:
Proven experience of in delivering process efficiencies and improvements.
Clear and fluent English (both verbal and written).
Ability to build and maintain efficient working relationships with remote teams.
Demonstrate ability to take ownership of and accountability for relevant products and services.
Ability to plan, prioritise and complete your own work, whilst remaining a team player.
Willingness to engage with and work in other technologies.
