Responsible for the Second Line support and maintenance to minimize service disruption for enterprise integration applications.
Scope includes: problem determination, workaround resolution, root cause analysis, major incident management, application upgrades, team management, reporting, onboarding applications
Ensures documentation is updated, metrics communicated and ensures the defined SLAs are met.
Provide suggestions for improvements in all areas of scope.
Provide application support including weekends and holidays
Monitor software applications for system stability and successful daily operations
Collaborate to troubleshoot and resolve any issues found
Skill to interact and communicate positively with other staff and customers
Maintain and respond to helpdesk tickets to address issues or requests raised
Understand and comply with policies, processes and procedures in regards to management of incidents, requests, problems, change documentation, system documentation
Document recurring issues; analyze and suggest improvements in system or process designs
Provide routine automation; maintain security elements
Proactively apply updates to prevent processing errors
Skill and ability to handle stressful situations, multiple deadlines in a calm professional manne r
Job Description
Ensuring that systems are fully operational and any loss of service is restored in a timely and efficient manner
Providing a high level of service to our customers and adhering to our SLAs for response and restoration times
Working independently and collaborating(as necessary) with other teams to drive resolution to incidents.
Manages incidents and requests using online tools and following IT Operations policies and procedures
Create productive relationships with key stakeholders
Ensure that solution and application support documentation is maintained to the highest quality and accuracy
Able to drive to resolution medium to high complexity application related incidents
Plan and execute application upgrades
Able to analyze the business impact of the incident and communicate to the affected user and minimize the disruption
Deploying and supporting applications on test and production environments
Provide timely and clear communication updates to customers and leaders
Keeps track of application changes with version control
Proactively recommend enhancements to improve the functioning of the application.
Able to assess business impact and escalate issues in a timely manner
Required Skills and Experience
Hands-on experience using IBM Sterling OMS Version 22.1 or newer
4-6 years of experience with programming in Java/J2EE, XML/ JSON, XSL, JMS, RESTful web services, JSP and JavaScript (Web Sterling Store and Call center applications) Experience with version control management using IBM Bluemix, GIT repository
Experience in IBM MQ series ,JMS and SFTP protocols
Strong working knowledge of SQL with DB2 database
Good understanding of the business processes ( BOPIS/ SFS/ Pre orders/ Back orders ) implemented using Sterling OMS
Schedule flexibility - responsibilities may require occasional evening and weekend work
Familiarity with ServiceNow or equivalent IT Service Management tool