Application Support Specialist (Incident Man) (Integration)

Functional Application Support Specialist (Integration)

My blue chip multinational requires an Application Support specialist/Incident Manager to work in a functional role within the integration division, supporting the applications between internal and external customers

The Support Specialist is a customer facing professional proactively updating the business customer about the status of services and responding to the requests for information or incident issues reported by business customers or other providers of the end-to-end solution.

The touch-point between the Functional Support Specialist and the business customer is

- ITS Bulletin for proactive status update or information about the planned changes or service disruptions and
- Application for requests for information or incident issue description provided by business customers or other providers of end-to-end solution.

Functional Support Specialist is responsible for:

- Full understanding of infrastructure design, integration solution, understanding and active usage tools used for incident analyses and problem determination (service catalogue, NRA, MH, XREF lookup, )
- Understanding of end-to-end design and solution
- Proactive notification of business customers about all planned changes, and disruption to the service
- Responding to the tickets assigned to Solution Support in timely manner according to the ticket severity and priority in line with Incident Management policy and in line with SLA provided to the group.
- For Incident tickets identified as defects, create Problem Ticket according to the Problem Management policy and standards and assign the ticket for resolution.

RESPONSIBILITIES:

- Provides advice, both reactively and pro-actively
- Ensures that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures.
- Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays in accordance with SLAs
- Finding new ways to get best use out of existing technologies so that products are easier and less costly to support and deploy
- Spotting potential problems early and taking pro-active action to stop them occurring and/or having a major disruptive impact

REQUIREMENTS:

- Educated to degree level (Computer Science or related field) or holds a professional qualification
- Sound, broad knowledge of intercompany Integration
- WebMethods an advantage
- Very good English knowledge

Send CV for immediate consideration - full details on application