IT Application Support  

Manage all request ticket

Sharing knowledge to handover daily operation tasks

Quarterly preventive maintenance

Evaluation of application maintenance

Technical consultation for perfective maintenance

Performance assessment and analysis

Perform improvements based on preventive maintenance

Deployment standard and normal change

Make sure during and after release implementation no incident or issue occurs

Resolution for incident or RCA

Perform L2 maintenance support relate to application

Maintain availability and capacity under threshold to ensure all services running properly

Perform configuration or change management relate to applications through ticketing system and executing within SLA and ensure process quality

Check completeness of all prerequisite requirement of standard change request

Communicate with user through email, whatsapp, telegram or phone for more information or requirement needed

Create and update SOP with development team for new standard change

Inform or socialize or train all support team regarding new SOP or knowledge

Implement changes thoroughly as required as SOP given and ensure IT service stability

Manage known incident or user complain relate to application and resolve it within SLA as SOP defined through ticketing system

Perform preventive regular maintenance to prevent service crash or incident relate to application

Provide data audit relate to application based on audit requirement

Have and updated detailed reporting document in regular basis (daily/weekly/monthly) and ad-hoc purpose

Having experience in Support engineer L1 min 3 years

Willing to work 24/7 on call duties

Strong communication skills (verbal and written)

Having knowledge with Linux

Having knowledge with Database (PL-SQL)

Having knowledge with Web Service (Nginx, Apache tomcat, Jboss, Web logic, API)

Excellent problem solving and documentation skills

Proven customer service skills

Familiar with Information Technology Infrastructure Library (ITIL) methodologies

Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions