This is a key support role requiring strong technical and communications skills. You will be responsible for the uptime, performance, incident management and tracking of system defects for a global SaaS based product serving customers around the globe. The role will involve collaborating with a team of business analysts, developers and customer care teams. This is a hands-on role that requires a sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers. The role provides visibility to all our products and underlying infrastructure.
Maintain system uptime and performance
Actively monitor, log and respond to production application incidents
Help reduce the team’s average MTTR time by following strict ITIL Incident Management frameworks
Drive Incident and Problem ticket root cause analysis and resolutions.
Have a clear understanding of network, database management and operating systems.
Collect and document stats on application performance, problems and failures
Communicate with Customer Care Representatives, Field Installation Technicians and Field Sales on resolving escalated technical problems and issues
Perform miscellaneous job-related duties as assigned by the team manager
What we’re looking for...
Essential Skills & Experience
2-4 years in an Application or Development Support Role - Degree in Computer Science / IT
Familiar with Windows server environments, Windows and native Services, Console Services, Event Logging, and Viewers
Application and knowledge with SQL DB programming, querying techniques, and tools
Familiarity with Application monitoring tools; AppDynamics, OpManager and NewRelic, a plus.
Application of basic principles, methods, technologies and practices in Software/Networking Engineering and Application Support
Cross-Browser Debugging Skills
Adheres to Lean, Agile and ITIL best practices
PowerShell or similar scripting experience is a plus
Core Behavioural Attributes
Must have excellent communication skills to deal with developers and customer care teams
Excellent problem solver with strong analytical skills and logical thinking
Works well as an individual and in a team environment, collaborating with other to achieve results
Works to understand customer needs and technical difficulties
Guided by and results driven