8/9/2019 Application Maintenance Specialist - New

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Job Title:  Application Maintenance Specialist

Job Purpose:

To provide an effective and professional service to customers 24 x 7 x 365 days of the year managing applications throughout their lifecycle !esponding to and resolving incidents effectively and"uic#ly $hile assisting users to ma#e more effective use of des# top systems% products and services and adhering to &T&' lifecycle incident and pro(lem management processes

Principle Accountabilities:

§ To restore service to normal $or#ing conditions as "uic#ly as possi(le

§ Support documentation ) recording all incidents and "ueries

§ *ommunication ) escalation of incident to appropriate people $hen necessary

§ Support + ma#e initial assessment to help customers

§ *lassification + using tools and experience to escalate similar incidents to the appropriate people

§ &nvestigate and diagnose the incident &f incident is recognised to (e a pro(lem assign to the development team $here more in

depth investigation $ill (e underta#en§ !esolution + restoration of services and recording of all incident control actions

§ *losure + formally closing the incident (y revie$ing and categorising it and agreeing sign off (y the customer

§ Monitoring and trac#ing + Trac#ing the progress of the incident and #eeping the customer informed of progress

§ !esponding $ithin agreed S'A,s to all "ueries and incidents

§  Achieve a consistent "uality of service ie hitting targets set

§ -rovide routine advice to customers on the system% products and services

§  Accurate recording of information into the incident logging system% including all information received from the customer and the

actions ta#en§ *onfirm transfer of o$nership of "ueries and incidents $hen escalated to other mem(ers of the team

§ !esponsi(le for ensuring that the advice or information given to the customer is accurate and up)to)date as possi(le

§ Sharing of information $ithin the team on particular incidents and "ueries ie ./01

§ Maintain o$n #no$ledge of products and services ie Support i#i

§ -rovides cover for other team mem(ers $hen necessary

§ !evie$ customer call statistics regularly

§ &nform of any trends eg user "ueries that may (e identified

§ &dentify $ays that internal procedures systems could (e improved to provide a (etter service

§ -roduce data extracts and reporting

§ ill re"uire flexi(ility to provide support coverage from 73am + 6pm M)

§ illing to 8oin an 99: application support rota

§ Ta#e o$nership and responsi(ility for allocated incidents

Attainments, Skills and Qualifications:

• ;udges $hen it is necessary to escalate

customer "ueries and incidents to more seniormem(ers of the team for resolution

• 0ecides the most appropriate course of action to

resolve incidents

• sing o$n initiative to solve pro(lems ? assisting

other team mem(ers in the implementation ofsuch resolutions for similar issues

•  An a(ility to ta#e responsi(ility for personal

$or#loads ? training% as $ell as excellentcommunication s#ills

• /xperience $ith any of the follo$ing technologies

and the support of applications utilising them%$ould (e advantage@ 9racle% >&B'inux% SC'Server% Sy(ase% MySC'% Scripting languageseg inB- shell script% ;ava Script% -earl% >&Bshell script or 'A0es#

• ell developed interpersonal and communication

s#ills

• ell developed numerical and ver(al reasoning

and literacy s#ills

   Analytical approach to diagnosing and solving

pro(lems% good attention to detail and "uality ofoutput

  Dood organising and administrative s#ills

  Self)motivated $ith a flexi(le approach and a

sense of team$or#

   A(ility to communicate $ith customers $ith a

$ide variety of &T experience   A general understanding of programming

concepts

Essential Competencies:

  *ommunication

  *ustomer Services

  -rocess mappingunderstanding data

interaction

Desirable Competencies:

• &T&'

Assessment Process: Grade:

T1*

8/9/2019 Application Maintenance Specialist - New

2/2

  *hallenging the need for a

processre"uirement to improve theoutcome

  Testing

  /xecution&mplementation

  -ro(lem solving

  -atience ? understanding

Reports to:

 Application Maintenance Manager