IT Operations Support
Job Description
Job Responsibility
The Candidate will be responsible to ensure all the applications systems remain in good working order.
The Candidate is expected to take on support of new application systems when they become operational.
The Candidate will respond to production emergencies in a timely manner based on Client’s Service Levels . This includes bringing up the server (in a crash) or system processes, fixing problems or finding workarounds.
The Candidate is expected to diligently perform routine checks and to escalate to the Project Manager should any anomaly be detected. The Candidate should show the initiative to alert and troubleshoot together with other system engineers, database administrator (DBA) and outsourced vendors.
The Candidate is expected to follow through every issue / problem to closure, and complete the necessary documentation as required by the Client.
The Candidate will assist users and answer queries regarding the supported operational systems.
The Candidate is expected to interface with the helpdesk agents, end-users, integrated applications support teams and external vendors during application support and problem resolution.
The Candidate is expected to be on standby support on off-office-hours / weekends / public holidays when needed such as during scheduled maintenance, system crash or system upgrade exercise.
Besides application support, the Candidate is also expected to document changes/enhancements that arise from service requests. The Candidate will follow the client’s technical standards and update the necessary documentation.
The candidate shall report to the Project Manager in tracking and managing the project timelines and resources that he/she has been assigned to undertake.
The Candidate shall be able to work independently with minimum supervision. He/She shall also work effectively as a team member among the system support and application development teams.
Job Requirement
Job Requirements
The Candidate shall possess at least a Degree in Information Technology (IT), Computer Science or equivalent qualification.
The Candidate shall have at least five (5) years of work experience in IT application systems, including operation support experience and exposure to end-to-end software development lifecycle (SDLC). Experience with implementation in Singapore is preferred.
The Candidate shall have at least five (5) years of work experience in file interfaces and batch jobs, thus be able to assess the downstream impact and data flow with other systems.
The Candidate shall have hands-on experience in writing SQL queries for large volumes (>100,000) of transactions per day.
The Candidate shall have work experience in configuration management tool involved tracking, maintaining, and controlling the software, hardware, and system settings to ensure consistency and stability throughout the product lifecycle.
The Candidate shall have an ITIL Foundations certification.
The Candidate is to have work experience and/or good knowledge in Library metadata standards such as MARC and/or MARC21 format.
The Candidate is to have work experience in planning, execution and supporting test strategy for web-based and mobile applications.
The Candidate is to be proficient in incident and change request management that includes:
Support root cause analysis with vendors and integrated systems
Coordinate work and discussions for new initiatives .
Analyze impact for process improvement and changes
Support administrative task to ensure that processes and documentation meeting required standards
Monitor incidents reported and provide regular updates.
Log and track change requests
Help communicate approved changes to relevant parties
The Candidate shall have a good command of English and effective communications skills to interact and coordinate with end-users. This includes gathering user requirements, communicating proposed vendor solution, supporting user acceptance testing, supporting end-user training, and resolving issues with helpdesk agents and external vendors.
