Support Engineer

• Matric (Grade 12)
• Relevant B-Degree in Computer Science preferred but not essential if minimum requirements of experience and practical application is evident
  3+ years service delivery management experience
• Must have work experience in Incident management and Root Cause Analysis
• Certified on ITIL
• Advantage would be held for someone with experience working on Service Now
• Understanding of Agile Methodologies

• Devops and Support:
• Apply problem solving skills to solve technical problems on existing applications
• Take ownership for developing advanced design thinking and problem solving skills in preparation for greater complexity / changing / evolving tech
• Implement configuration, optimization (e.g. upgrades) & maintenance activity (e.g. regular maintenance patches) for enterprise wide applications
• Schedule and oversee planned maintenance tasks, such as backups and performance tuning, in production for tech products and Services
• Provide inputs into application documentation for end users
• Leverage application documentation to guide users through application support processes
• Leverage knowledge gained on support / trouble shooting processes to make recommendations for user documentation and or application changes / enhancements
• Execute unplanned maintenance tasks, such as disaster recovery procedures, for production IT services to prevent and to minimize issues
  Follow governance and risk procedures for all application support e.g. upgrades, maintenance etc
• Work as part of an integrated application / product / service team throughout their lifecycle and assist in the application-related aspects of designing, testing, operating and improving technology products and services
• Identify stakeholder and communication dependencies /interdependencies and requirements in all application support processes and ensure these are followed prior to any application support implementation
• Proactively identify any risks ahead of application support processes e.g. changes, optimization, maintenance, batch uploads etc.
• Develop and maintain knowledge in application functionality, user workflow, and business processes to improve level of support provision on an ongoing basis
• Develop sufficient knowledge of application infrastructure (server, network, security) to improve application support inputs
• Compile and maintain inventory of applications and related details
  Meet all SLA requirements associated with application support being provided
• Follow identified risk, governance and control procedures for all application support provided e.g. backup, documentation etc
• Maintain awareness of application risks and opportunities for improvement

Originally posted on Himalayas