Application Support Engineer at Altron Managed Solutions

Job Description

• Provide monitoring/support/investigation/fault administration on Altron Systems Integration applications
• Analysis of failures and trends on Altron SI applications

Responsibilities:

• On line monitoring, administration and support of Altron SI applications running on Windows, UNIX, Oracle on-premises and cloud based platforms
• Provide operational & business support for various Altron SI applications to ensure service is provided within customer Service Level Agreements
• Monitor, log, investigate and resolve failures on transaction processing applications
• Liaise with and provide assistance to customer representatives during problem resolution
• Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer
• Perform scheduled daily, weekly monthly support tasks
• Perform investigations on application support techniques to continually improve operational support and simplify achievement of customer SLAs
• Perform proactive analysis of failures and trends on ASI applications and data to improve service levels
• Conduct routine maintenance, upgrades and deployment of ASI applications
• Provide assistance and training to Altron SI support team members
• Provide application performance information and participate in periodic support compliance audits
• Perform after hours standby support on ASI applications running in a production environment
• Comply with the business footprint shift requirements of the Altron SI support team

Education Required:

• 3 Year tertiary qualification or a relevant IT qualification

Experience Required:

• Minimum 3 years application support engineer experience

Essential Competencies:

• Basic knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
• Problem solving exposure at application and business transaction level using application log files and SQL database queries
• Commitment to performing routine as well as investigation/analysis work tasks
• Ability to solve medium and higher complexity problems
• Understand and develop the support team technical competency
• Self-motivated, proactive, taking ownership of problems until they are resolved
• Mature person with the sense of responsibility to do after hours shifts and standby

Advantageous Competencies:

• Good oral and written communication skills
• Good customer relationship skills
• Problem solving skills
• Quick learner (short initial ramp up period)

Additional Requirements:

• Comfortable with working in the customer domain
• Adjust to the needs of a flexible working environment

Additional Comments:

• Looking for an above average knowledge of working with business applications on Windows & Linux, Mirco-services, AWS Cloud, etc.
• A person that understands the importance of quick assistance and resolution of customer issues and requests
• Looking for the capability to understand and assist with the technical content of incident reports

Education

National Diploma: Information Technology