Support Engineer

Work as part of an integrated (run & build) tribe in lower complexity environments to provide enterprise-wide application support across multiple stakeholder groups by maintaining & optimizing enterprise-grade applications (tech products & services).

 

- SQL skills

- Windows, Linux, and SQL servers

- AWS certified

- Knowledge of security, access, and risk governance

- Experience in production support and incident handling

 

• Apply critical thinking, design thinking, and problem-solving skills to solve technical problems on existing applications

• Implement all configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise-wide applications

• Provide efficient and effective support of applications including continued development of the application and security, software patches, reliability, disaster recovery and ensure the application meets the business needs

• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, for production IT services to prevent and to minimize issues

• Maintain correct and current application documentation and making it available to application users

• Oversee application implementation and configuration, patches, upgrades, and maintenance, and ensure that application performance meets agreed SLAs and OLAs

• Ensure minimal business operations impact due to upgrades and maintenance activities

• Coordinate and execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues

• Manage applications throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products & services

• Coordinate & communicate across Tribes & Squads (all businesses) to successfully complete application upgrades

• Coordinate with infrastructure & architecture teams to ensure that the impact of system / platform migrations on applications is minimised

• Develop and maintain knowledge in application functionality, user workflow, and business processes

• Develop sufficient knowledge of application infrastructure (server, network, security) & broader organization architecture to assist with application upgrades and troubleshoot issues

• Compile and maintain inventory of applications and related details

• Manage and provide support aligned to all SLA’s

• Develop the skills required to operate and maintain the technical products & services (applications)

• Ensure that a backup system for applications and files associated with business operations is in place

• Advise on software installation and upgrades, troubleshoot problems, and provide resolutions.

• Work with Information Security teams to define and implement access permissions for applications

• Develop and maintain expertise in application functionality, user workflow, and business processes.

• Receive and screen user programming requests for new applications or modifications and determine appropriate priority and response.

• Develop and communicate training and documentation for end users.

• Act as a liaison between business stakeholders and customers, external solution providers, and IT stakeholders for application support specific requirements

• Develop and / or assist with the development and / or execution of project plans for application upgrades

• Provide input to current and future application requirements to meet the organization's needs

• Prepare assessments for proposed applications, projects, and define appropriate integration and access requirements

• Maintain awareness of application risks and opportunities for improvement

• Identify and recommend application improvement to enhance capability and performance and minimize costs.

• Ensure that application users are aware of the application capabilities for enabling their effective use

• Assess vendor proposals for appropriateness and compliance with organization and industry standards.

• Participate in development of Requests for Proposals (RFP) and vendor evaluation and contract management for IT applications services.

• Supervise and maintain the organization's repository of applications

• Help diagnose problems and resolve incidents / issues related to applications.

• Validate the known error database for application-related entries

• Work with Tech Centres of Enablement to define the operational activities related to the applications

• Application Monitoring & Performance Management

• Monitor application modification requests and ensure best practices are being utilised

• Conduct diagnostic investigations of program errors and implement or recommend solutions or methodologies for resolution.

• Maintain metrics of operational performance and evaluate trends

• Analyse business systems to determine effectiveness, identify inadequacies, inefficiencies and problems and recommend solutions, Governance, Risk & Control

• Enhance methods and procedures for collecting, analysing, and documenting application issues, and completing user change requests.

• Enhance IT processes for transitioning completed configurations from development to production.

• Plan and coordinate the processes for the provision of user applications and systems necessary for business operations.

• Define and maintain application assessment, development, and support standards, and work with other IT and business stakeholders to establish configuration and use guidelines.

• Provide inputs to availability and capacity management process for effective planning.