Application Support management leadUnionBank of the Philippines

Job Description: Application Support Provide the following Application Support services for Union Bank's software applications: Provide deep technical investigation of issues/incidents/problems encountered by supported applications as well as provide or suggest immediate, preventive and perfective solutions Provide assistance and mentorship to other support engineers as well as general assistance to peers Provide the following Application Support services, assess issues and provide solutions for problems that cannot be handled by tier 1. Apply a high degree of resourcefulness, independence, ownership, responsibility, urgency, dynamism, and enthusiasm for learning new technologies and most importantly, internalizing a positive work attitude in order to deliver great service to client. Initial diagnostic / troubleshooting for severity 3 and 2 issues o Severity 3 and 2 issues are defined as abrupt application problems and malfunctions but not bugs respectively. Incident escalation of severity 1 issues or any incident that requires software coding to Union Bank's application development team Assess impact of application rollouts and be on standby for such occasions Assist in building the knowledgebase / runbook. Maintain a system to generate information Monitoring and maintaining assigned Ticket SLA compliance Helps Team Lead in providing regular/adhoc one-on-one coaching with team members Change Management Work with the Change Managers to review and impact new business requirements. Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc. System Ownership Parameter Maintenance Implements the controls instituted to ensure the integrity of Core and non-Core system parameters. Performs maintenance of Core and non-Core system parameters related to both for UAT and Production Environments: Access Control Grants the access rights to data/information according to the security categories defined by the Business/Product Owner Ensures that changes are monitored and controlled. Co-signs the endorsement and implementation approval together with the Business/Product Owner Approves application system roles and the corresponding access rights in the User Access Matrix (UAM) and updates same annually, together with Business Owners. Allows access to all application systems including the appropriate access rights (or privileges) with such authorization recorded in an Access Control List (ACL) Functional Help Desk Anticipates potential problem sit. Monitors tickets raised. Ensures that all are tickets are closed/resolved within SLA. Provides immediate solutions to the application related problems already encountered before and have been logged previously. Identifies and escalates to the appropriate resource, problems requiring urgent attention. Reviews results of tests resolutions of problems to see first-hand if resolution yields acceptable results. If accepted, approves the solution suggested and communicates to the users concerned. Tracks problems logged and ensures that appropriate problem resolution has occurred and that system issues are addressed and communicated accordingly. Responds to queries of users concerning their access to the system and advises them on the appropriate course of action. User Acceptance Testing Review Users' Acceptance Testing (UAT) to verify and certify the integrity and reliability of new programs/enhancements prior to its integration to the system. Understand the nature and scope of the enhancement requested. Review test conditions and test scripts ensuring that all aspects are covered. Revert programs to Application Development the findings if necessary. Ensure that defect retest and regression testing are done Assist the users in their acceptance testing and ensure that the issues are resolved to the satisfaction of the end users. Identify weaknesses/errors/inefficiencies in the system and recommends enhancement/revisions/corrections that will address such weaknesses/errors Qualifications Technical/Functional Skills Product/System Knowledge Consistency of sustaining work quality Independent and self- motivated with the ability to effectively manage their time Intimate knowledge of an organization's computing systems Ability to explain complex ideas to those with limited IT and systems knowledge Compliance in internal/external audit requirements Productivity Service quality Turn-around time of problem resolution requiring immediate resolution. Minimal or no re-call/revert
foundit

Philippines
Permanent
Full-time