gds_consulting_application_ Support_seniorEya Gth Manila

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even b At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we're counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. The opportunity We are building a team of L1 and L2 Application Support Center in Manila. The candidate will be required to perform production support activities on Java and/or Cobol-based applications. Scope of production activities include but are not limited to: Incident Management, Problem Management, Service Request Management, and Service Management. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have adjacent and/or sufficient experience. Your key responsibilities Level 1 Application Support . Act as the first point of contact . Create Incidents / Service Requests and assign to teams . Respond / Create tickets based on emails and phone calls . Respond and resolve basic known queries such as, ticket classification, re-prioritization, user clarification etc. . Product incident reports . Lead the documentation process for L1 support . Monitor jobs, production processes, systems availability, latency and overall system health Level 2 Application Support . Perform initial analysis and resolution for the layers defined in scope . Establish understanding of application, platform layers defined in scope . Escalate further to L3 within a reasonable period . Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational problems and provide acceptable workaround or resolutions to identified issues/defects . Triage, resolve, and conduct RCA . Identification, classification, prioritization, and remediation of system issues . Produce reports on defect/problem reporting data . Lead the documentation process for L2 support . Build tools or establish processes to quickly triage issues and discover failures across the technology stack . Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence Common Responsibilities and Expectations . Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular basis . Provide responses to functional / technical queries, . Perform periodic application maintenance . Participate and provide support on various application migration activities . Propose and/or participate in any support team continuous improvement initiatives and implement these improvements, as needed . Understand the use of service delivery metrics . Monitor and report on regular production activities, which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity . You will eventually be on a rotating 24x7x365 support, or on-call as needed, during off-hours Skills and attributes for success . Ability to work in a fast-paced production environment . Excellent analysis and troubleshooting skills . Ability to work independently and as part of a team with minimum supervision . Understanding of software development lifecycle and best practices . Excellent communication skills (written and spoken English) . Experience in working for large Financial Services clients, particularly Wealth Asset Management (WAM) or Banking and Capital Markets (BCM) . Keen attention to detail . Have exposure to working in shifts and/or on-call support . Has successfully demonstrated domain of most skills and technologies on several relevant projects . Exposure to various job and process monitoring tools To qualify for the role, you must have . Working knowledge of Java, Mainframe and Cloud based applications . Java Application Support: Javascript, JQuery, J2EE/Webservices Technologies (e.g., EJB, Servlets, JDBC, JSP, SOAP, RPC) Struts, SOA Architecture, Spring, Weblogic or Websphere Methodologies . Cobol Application Support: Cobol, JCL, IMS, Insync, Control-M, VSAM or relevant mainframe technologies . Education: Bachelor's Degree in Computer Science, Engineering, Information Systems, Information Technology, Mathematics, Actuarial Science, or adjacent/related fields . L1 POD experience should range from 0 - 8 years with below distribution. With skill set from Java and Mainframe with L1 support experience. o 0-2 years - 5 Headcount o 2-4 years - 4 Headcount o 6- 8 years - 1 Headcount . L2 POD experience should range from 2 - 10 years with below distribution. With skill set from Java and Mainframe with L2 support experience. o 2-4 years - 6 Headcount o 6- 8 years - 3 Headcount o 8-10 Years - 1 Headcount Ideally you also have . Experience and be comfortable working closely with global teams . SQL, PL/SQL, Windows Unix scripting knowledge . System administration knowledge . ITIL Certification (ideal but not required for L1 Application Support role) . Familiarity with ServiceNow Automation and ticketing What we look for We look for people who demonstrate drive, vision and determination and are passionate about helping our clients achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve. We want people who understand the challenges of working in a professional services environment and are focused on achieving and delivering the best for our clients. We want people who have a clear sense of personal and professional accountability and know how to build relationships by doing the right thing. EY | Building a better working world EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
Monster

Taguig City, Metro Manila
Permanent
Full-time