Job Description:
Role & Responsibilities:
- Resolve day-to-day production support issues for a number of distributed applications that support business operations.
- Handle change requests, including negotiations, defining scope of deliveries, commercial terms and conditions, ordering, and acceptance of deliveries.
- Ensure timely closure of issues and service requests within the defined Turnaround Time (TAT) to the satisfaction of the requester.
- Provide business solutions to address operational challenges and enhance efficiency.
- Manage incident and problem resolution through effective incident and problem management processes.
- Update key control systems according to procedure and within specified timelines.
- Create and maintain "run book" documentation for supported applications as required to ensure operational continuity.
- Participate in and conduct User Acceptance Testing (UAT) and System Integration Testing (SIT) as needed.
- Plan and execute Disaster Recovery (DR) drills for business applications to ensure business continuity in case of emergencies.
- Prepare, execute, and monitor Standard Operating Procedures (SOPs) to streamline operational processes.
- Liaise with vendors to coordinate support activities and ensure adherence to Service Level Agreements (SLAs).
Skills and Qualifications:
- Bachelor's/ Master's degree in Computer Science, Information Technology, or related field.
- Proven experience in production support roles, preferably in a distributed environment.
- Strong understanding of ITIL framework, incident, problem, and change management processes.
- Proficiency in business analysis and providing effective business solutions.
- Experience in conducting UAT, SIT, and DR drills.
- Excellent documentation skills with the ability to create and maintain detailed run books and SOPs.
- Vendor management experience with a focus on SLA adherence.
- Strong analytical and problem-solving skills.
- Effective communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.
- Ability to work under pressure and prioritize tasks in a dynamic environment.
This role requires a proactive individual with a strong technical background and excellent communication skills to effectively support and enhance the performance of critical business applications.
Didn’t find the job appropriate? Report this Job
Download the iimjobs app to
apply for jobs anywhere, anytime
Download on
App Store
Get it on
Google Play
Scan to Download