sgs digi app Support (frontend development in angular, backend development in .net / c# / asp.net)SGS

Job Description Reporting Line Head of Global Service Desk Primary Responsibilities Acts as subject matter expert (SME), who knows the technology, process, and functionality of the business application. Level 2 support for DIGIAPP - an application software used by SGS auditors. The support will be given via SGS Connect tool and its chat function, with the usage of Service Now platform. Specific Responsibilities Perform incident resolution. Do incident evaluation, replication of issues, gather essential information, and document troubleshooting steps upon resolution or when escalating to other teams. Validate requests and incidents priority based on urgency and impact. Assist Level 1 agents on ticket management and updates whenever needed. Collaborate with other teams and ensure quick resolution of the user problems as per defined SLAs. Participate on Major Incident Management, attending bridge call and keep track of progress from initial report to available work around until permanent solution. Perform Root Cause Analysis or request them from relevant resolver groups and coordinate results with application owner. Document resolutions, create work instructions and identify feature improvement on the application or on the process to improve customer satisfaction. Perform other related duties as may be assigned either to achieve departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior. Monitor Priority 1 issues for appropriate escalation and follow-up, and update end-users on its progression. Qualifications Profile Bachelor's degree or equivalent in engineering/Information technology/Service management courses. Preferably with 2 years of relevant work experience With good exposure in supporting desktop application software Ability to research/evaluate a problem autonomously before seeking advice or assistance. Preferably with ITIL foundation certification or knowledge. Has strong background in Incident Management. Has working knowledge of how systems can exchange data and transaction status using integration layers. Ability to explain technical issues in simple terms that non-IT staff can interpret. Required Skills Experience/Technical Knowledge 1 to 2 years of experience with Frontend development in Angular. 1 to 2 years of experience with Backend development in .NET / C# /ASP.NET. Additional information Provides solution to the problems that do not have clear-cut instruction, ability to evaluate based on available information With intermediate knowledge of a business or web application Be able to quicky identify potential issue or bug and suggest a possible fix for L3 intervention. Pro-activity: The ability to take initiative to make improvements. Teamwork: Ability to work in a team both local and remote Technical Skills: The ability and willingness to learn new products. Analytical Skills: Be able to assess incidents and requests, ask the right questions, and gather correct and complete details. Customer Skills: The ability to interact with customers in a respectful and professional manner. Language Fluent in English (both written and verbal)
foundit

Philippines
Permanent
Full-time