Job Purpose:
The role holder will be responsible for administration, maintenance and Tier II line support for the Group enterprise systems. Responsible for maintaining, supporting, and upgrading existing systems and applications. He/she is also responsible to reinforce quality standards and adherence to business best practice, adding value to business processes and significantly contributing to the operational excellence.
Ensures that all service level agreements (SLAs) for applications support services across the organization are delivered according to specifications.
Key responsibilities:
Provide first line and second line support and maintenance services to all enterprise systems.
Escalates and sources expertise when necessary.
Proactive monitoring of various production systems for performance, availability, and other critical parameters
Ensure adequate monitoring systems that provide timely, accurate, real-time, and historical data on performance and other critical parameters
Maintenance and administration of the Group enterprise system
Ensure the enterprise systems is adequately sized to meet SLA’s with the business
Define and monitor data and application availability for the enterprise system
Document and update processes and procedures in use for the enterprise system
Providing and monitoring SLAs and OLAs
Adequate communication to stakeholders on the state of any tickets assigned
Follow up and reporting on tickets escalated to third line support
Testing new system functionality before deployment into production environments
Test the achievement of supportability requirements for delivered solutions
Approvals for acceptance tests
Knowledge, experience and qualifications required
Degree in Science/Engineering/Computer Science
Minimum of 2 – 4 years’ experience ins business system support
Experience managing applications support operations.
Technical/ Functional competencies:
Knowledge of applications and database administration
Familiarity with knowledge of software, hardware, systems administration, and network technology
Strong technical skill/knowledge in business applications especially CRM and Enterprise systems Strong knowledge of ITIL.
Persuasive, encouraging, and diplomatic, with conflict resolution skills.
Ability to elicit cooperation from a wide variety of sources
Detail oriented and process focused
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