Application Management Services(AMS) Executive

Job Description

Service Management:

Ensure compliance withcompany policies, security standards, and regulatory requirements and process.
Assist in gatheringinformation to support LOB applications related audit.
Perform periodic / ad-hocservices work in accordance with the Standard Operating Procedure (SOP) asrequired for LOB system operation.
Incident and Problem Management:

Ensure application supportservices meet SLA (Service Level Agreement) and KPI (Key Performance Indicator)targets.
Oversee and contribute toinvestigation and resolution of complex application issues.
Conduct root cause analysisand implement corrective actions to prevent recurrence.
Coordinate with other ITteams and vendors as necessary to resolve issues.
Coordinate with vendors andadvanced support / escalation when required to ensure the SLA (Service LevelAgreement) and KPI (Key Performance Indicator) is within target.
Change and Release Management:

Validate and provideassessment details any change and release request, ensure changes are properlydocumented and coordinate on the approval based on priority.
Coordinate and overseeapproved service / change request till its completion.
Manage the coordination fordeployment of application updates, patches and periodic maintenance activity.
Coordinate the communicationwith stakeholders on the downtime / maintenance request.
Perform applicationvalidation after schedule activities or release as per required.
Reporting and Documentation:

Maintain detaileddocumentation of application support operation manual, processes, andprocedures.
Ensure accurate andup-to-date records of all incidents and resolutions.
·Maintain and update scheduleof periodic activity and initiate or coordinate to initiate the periodicactivity (i.e.: user access review request, server patching, cert renewal, DR rehearsal, account expiry renewal, etc.)