Relevant B-Degree in Computer Science preferred but not essential if minimum requirements of experience andpractical application is evident3+ years service delivery management experienceMust have work experience in Incident management and Root Cause AnalysisCertified on ITILAdvantage would be held for someone with experience working on Service NowUnderstanding of Agile MethodologiesResponsibilities:Devops and Support:Apply problem solving skills to solve technical problems on existing applicationsTake ownership for developing advanced design thinking and problem solving skills in preparation for greatercomplexity / changing / evolving techImplement configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenancepatches) for enterprise wide applicationsSchedule and oversee planned maintenance tasks, such as backups and performance tuning, in production fortech products and ServicesProvide inputs into application documentation for end usersLeverage application documentation to guide users through application support processesLeverage knowledge gained on support / trouble shooting processes to make recommendations for userdocumentation and or application changes / enhancementsExecute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services toprevent and to minimize issuesFollow governance and risk procedures for all application support e.g. upgrades, maintenance etcWork as part of an integrated application / product / service team throughout their lifecycle and assist in theapplication-related aspects of designing, testing, operating and improving technology products and servicesIdentify stakeholder and communication dependencies /interdependencies and requirements in all applicationsupport processes and ensure these are followed prior to any application support implementationProactively identify any risks ahead of application support processes e.g. changes, optimization, maintenance,batch uploads etc.Develop and maintain knowledge in application functionality, user workflow, and business processes toimprove level of support provision on an ongoing basisDevelop sufficient knowledge of application infrastructure (server, network, security) to improve applicationsupport inputsCompile and maintain inventory of applications and related detailsMeet all SLA requirements associated with application support being providedFollow identified risk, governance and control procedures for all application support provided e.g. backup,documentation etcMaintain awareness of application risks and opportunities for improvement
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