L2 Application Support Engineer

Job Responsibilities :

• Work in the Enterprise domain support team; provide proactive, timely, effective and efficient support to the users in the Enterprise domain space.
• Adopt standard Incident Management workflow and processes, i.e. logging incident tickets in a timely manner, following proper Change Management processes, and broadcasting quality issue / impact emails to stakeholders.
• Embrace standard Change Control Management practices, procedures and guidelines for application releases and roll-outs.
• Participate and collaborate with the Development team in requirements gathering, clarifications, and analyze impact on issues or users’ requirements.
• Assist the Development team as needed by validating fixes or enhancements to ensure problems have been adequately resolved.
• Participate in annual DR / BCM activities or infrastructure-related upgrades.
• Utilize software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.
• Troubleshoot 2nd level technical support issues by identifying the root cause and working closely with users and various IT teams.
• Be the important bridge between Users and Development team and provide regular updates to all relevant parties.
• Articulate and escalate the support issues with detailed investigation / findings to the Development team if it requires any code change.
• Manage and follow up on Problem tickets (those issues escalated to Development team) to ensure they are resolved and that any implemented fixes are rolled out into Production.
• Be the main gatekeeper of the Production environment by adopting a proactive approach to being updated and informed on any and all upcoming Production environment changes.
• Be proactive to identify any potential risk(s) in upcoming Production environment changes, and flag that to the Development team or Users.
• Participate in testing to ensure that only quality defect fixes are rolled out into Production environment.
• Identify areas of improvement to drive down the support volume.
• Perform system monitoring and set up alerts to improve incident resolution times.
• Manage incidents and collaborate with other technology teams as necessary for incident assignment and resolution, identify root cause and corrective actions, and track improvement actions until closure in compliance with the bank standards.
• Review incidents and ensure agreed Service Level Agreement (SLA) are met with various business stakeholders.

Job Requirements :

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