Vertical Solutions Support - 12 Months Contract Role

Overview

Job Purpose

Job Description

• Should be able to work independently as well as in team.
• Must possess good analytical and problem-solving skills.
• Should possess ability to explain technical matters in non-technical terms to customers
• Should be able to actively communicate (verbal or in written) with Customers, team
• members and Product vendors on the matters related to all functional or technical areas
• Documents and maintain Knowledge database to share experience and knowledge with
• team members to enhance efficiency and reduce single person dependence
• Coordinate work tasks with Customer, team members, and Product Vendors to perform the
• tasks assigned efficiently in Timely manner
• Analyses business needs and conceptualizes solutions to meet and exceed customer expectations.
• Available 24x7 to respond for business or IT operation team calls and attend on site.
• Should be Customer centric, achieve customer satisfaction and maintain proper perspective in all activities.
• To provide 2nd level application support
• To maintain a high degree of customer service for all support queries and adhere to service
• management principles
• To restore the normal service operation as quickly as possible
• To take ownership of assigned incidents and provide a resolution within the agreed service
• levels
• To update the customer via the service desk team on the progress of the call.

Additional Principal Accountabilities

• Maintain a log of any software problems detected and inform the delivery team.
• Support users in the use of business applications by providing necessary training and advice.
• To escalate calls hierarchically/functionally if the call cannot be resolved within the agreed
• service levels.
• Coordinates with Product principle to resolve reported incidents.
• Identifies issues, tracks, reports and resolves them in a timely manner.
• Identifies and documents system deficiencies and recommends solutions.
• Identifies patches to be applied to resolve incidents and coordinates with Infrastructure,
• application support team and users to apply the patch.

Education

• Degree: Minimum Bachelor’s degree in Computer Science, Engineering or equivalent
• Preferable professional certifications: Certification in products like MCSD etc

Experience

• 5+ of Information Technology experience
• 2+ years of relevant working experience
• Working experience in multiple industries (e.g. Oil & Gas, Energy, Utilities, Retail,
• Government…) is preferable.
• Working experience of system development lifecycle methods and standards with hands on
• experience in various methods: (e.g. waterfall, iterative, agile, V Model…)
• Excellent knowledge in SCADA systems and operational technologies.