senior Application Support analystDatacom

Job Description:
Our purpose
Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
About the Role The Senior Application Support Analyst role is responsible for 2nd and 3rd level support and maintenance of managed Datacom client applications through their lifecycle. This role includes day-to-day incident and problem management across multiple clients in the Application Management team, Release management, and some development for process improvement and CICD pipelines.
The role will communicate, and update tasks on boards within the client's KANBAN or Agile DevOps framework. Self-driven and organizing one's time are critical skills to the role, striving to meet timelines and SLAs. This role ensures all work aligns with Datacom's standards and guidelines.
What you'll do
The Application Support Analyst is responsible for (but not limited to):
We are seeking someone who has 5+ years of application support experience. This would be with a strong Technical background but enjoys troubleshooting and problem-solving.
Hands-on with trouble-ticketing systems such as Cherwell / Oracle R12 would be advantageous.
Exposure to migration projects from legacy on-premise to Cloud.
Use of monitoring tools such as Nagios, Dynatrace, Elastic search for example.
Experience with JBOSS, Mule as the Integration framework, Active MQ as the message broker, Ansible for automation, Jenkins for Container Integration and deployment
Oracle SQL / PL-SQL query skills IS A MUST
Understanding and creating of Unix scripting is a MUST
DevOps - JIRA / Azure or AWS.
Provide On-Call support when required.
Working in Containerized environments with Load Balancing systems
Oracle 19c is preferable although any Oracle experience would be okay
Applications management - day-to-day incident, request, and problem management across multiple clients.
Supporting and engaging both Datacom application support teams and required 3rd parties/vendors to achieve contracted service outcomes.
Requirements:
What you'll bring
To be successful in this role, you will have demonstrated working technical knowledge of the following:
Experience in customer support or help desk support.
Technical background with OS / Programming / Troubleshooting / Cloud / VM / Unix /etc
Previous external and third-party vendor management experience.
Ability to solve technical issues quickly and clearly communicate the findings and outcomes.
Ability to learn new material quickly - self-learning
Can communicate clearly verbally and in writing, information of both a technical and non-technical nature.
Complete initial analysis/diagnosis on the issues raised and transfer to the appropriate resources for resolution.
Maintain and update the ticketing system throughout the Incident or Service Request lifecycle.
Strong customer service focus with the ability to empathize as well as prioritize customers' needs.
Excellent customer care/service skills.
Able to present a positive image of Datacom and its support services in all cases.
Conflict resolutions and negotiation skills.
Flexibility towards work and role.
Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Benefits:
About us
We have over 6,500 people across our global offices and generate annual revenue of over NZ $1.2 billion annually. This makes us one of Australasia's largest professional IT services companies. We have extensive expertise in operating data centers, IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients and Datacom is committed to hiring, developing, and promoting the best talent from a diverse range of backgrounds to serve those clients. We are local at heart, yet world-class in capability.
Datacom

Manila City, Metro Manila
Permanent
Full-time