Application Support Specialist - Application Support (Clinical Specialty)

Position Overview

The Application Support Analyst is responsible to maintain high levels of service and ensure all IT operations activities are performed. The successful candidate is a subject matter expert in technology and/or healthcare domain. This candidate is responsible to drive both internal and external teams in the resolution of complex problems or highly innovative resiliency related actions. He/She possesses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analysing important reports covering service performance metrics and operations activities.

Role & Responsibilities

1. Assist to plan, coordinate and manage regular server maintenances.
2. Assist to review of access to production system and privileges. 
3. Monitor key business services, interfaces and log files and system health status via learning and then use of monitoring tools for regular daily checks. 
4. Provide on-going application support 
5. Attending to queries, 1st or 2nd level support to all incidents, requests
6. Address Bug fixes, issue reporting, root cause analysis, closure, tracking and also drafting and performing incident report review
7. Manage application vendors in terms of application maintenance such as coordinating all vendor management activities and processes, follow-up on reported incidents, tracking vendor SLA, ensure vendors are adhere to company policies etc.
8. Perform application testing according to project requirements and system maintenance and application health quality
9. Liaise closely with business users and build good rapport.
10. Liaise closely with vendors in project implementation, application testing, supporting application patches and upgrades in accordance with project methodologies and policies
11. Provide 24 by 7 standby application maintenance support

Requirements

• At least 5 to 6 years of experience in IT industry with minimum of 3 years of experience with system operations, including incidents and problem management.
• Conceptual knowledge of troubleshooting methodologies in IT incidents and problems.
• Good analytical skills with ability to quickly establish cause of system issue reported.
• Good interpersonal skills with ability to work with others to resolve problems.
• Proven experience of working efficiently in a cross functional team.
• ITIL v3/v4 certification and strong service-oriented experience / background preferred.
• Degree in Computer Science, Computer Engineering or equivalent, although consideration will be given to experience and certifications in lieu of degree.

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