Specialist, Applications Support

Responsibilities:

Provide basic maintenance and support services for systems of the Corporation, including participating in the resolution of issue tickets and change requests. Provide 1st & 2nd level application support to system users, including account setup and maintenance. Analyze basic system problems, escalating complex or serious issues to more senior support personnel. Participate in the testing of software updates, bug fixes, and change requests and other application support activities for assigned systems. Ensure that system documentation is complete and in accordance with IT and Corporate policy and guidelines.

Key Accountabilities:

• Monitoring the application related servers and disk spaces of respective servers.

• Should have knowledge on monitoring and managing application services in Windows Environment.

• Ensure all maintenance requests are completed accurately, and in a timely manner.

• Conduct initial troubleshooting and analysis route issues to proper technical/business resources.

• Ensure system access follows corporate guidelines including proper approval levels.

• Monitor system performance and utilize system monitoring tools to identify and resolve issues.

• Identify and escalate critical issues to Application Support, Operations or Development staff.

• Good knowledge of SQL is required and should be able to write queries.

• Create/Modify the Knowledge base Wiki whenever required.

• Supports and administers enterprise applications including implementation, installation, configuration, and developing concepts and documentation. Helps create requirements and detailed specifications and works according to those requirements and specifications.

• Provides daily and proactive monitoring, maintenance, and regular updates to PCC enterprise applications.

• Tests, troubleshoots, corrects, and uses diagnostic tools and utilities to resolve application problems. Escalates issues to vendors and works with vendors for solutions.

• Answers queries and resolve issues with applications and escalates or closes tickets as necessary.

• Work customer representatives, vendors and contractors to resolve problems and to provide application consulting and assistance with planning activities and end user support.

• Manages security aspects affecting assigned applications and areas including analysis of appropriate log file entries and analyzing appropriate applications. Interprets log file anomalies and takes appropriate corrective and/or preventative actions.

• Ensures integration between systems, identifies standards, and prioritizes project tasks and other activities to meet stakeholder needs.

• Gathers and analyzes data to help with decisions related to performance, capacity, and fault tolerance.

• Understands how customers use applications and supports end users by developing reporting tools, supplying training and technical support and/or documentation and creating a user-friendly environment that promotes self-sufficiency.

• Contributes to the maintenance and updating of documentation and procedures. Orients user personnel on new or changed procedures.

• Maintains up-to-date technical skills and stays current with developments in application administration.

Skills:

• Knowledge of standard ITIL process

• Basic system Administration and application support skills

• Experience with industry standard Service Desk Tools

• Excellent interpersonal, verbal and written communication skills

• Client focused approach to work

• A flexible attitude with respect to work assignments and new learning

• Ability to manage multiple and varied tasks with enthusiasm and prioritize workload with attention to detail

• Willingness to work in a matrix environment and to value the importance of teamwork.

• Operating effectively in a complex environment involving multiple applications and a variety of technologies

• Recognizing and resolving application related problems

• Working independently and making necessary decisions throughout the application process

• Responding to emergency situations

• Planning, organizing, and documenting complex application activities

• Configuring applications to be consistent with institutional policies and procedures.

Education:

• Candidate must be having bachelor’s or associate degree BE./B.Tech/ or master’s degree in computers/information technology discipline (2023/2024 pass outs only)