Job Description
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IT Application Support - Senior
04-05-2024 13:30:52
5 - 9 years
- Chennai, Tamil Nadu, India (CHNN)
- 3+ years of practical experience, Required
- Knowledge of Microsoft and other industry technologies
- Knowledge of standard reporting, data analytics and dashboarding
- Application Support and Performance Monitoring experience
- Continuously deliver clear, concise, timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible.
- Provide timely and effective support and escalation for Client’s systems, software and associated products.
- Independently troubleshoot and resolve issues impacting Ashley Furniture’s systems, applications and services within the agreed time to recovery.
- Lead the investigation, research and resolution efforts during High or Critical Incidents, making critical decisions as needed to resolve the situation.
- Work closely with vendors, development and operational teams globally to ensure rapid service restoration.
- Analyze log files, system/application data, and debug source code to determine issue root cause; prevent the repetition of issues through leading the root cause analysis effort.
- Supply more junior staff with guidance and support as needed.
- Work to continuously improve service and efficiency by following and enforcing process and procedure standards.
- Provide accurate daily handover of all ongoing and major incidents in your shift to offshore colleagues.
- Continually develop expertise on the systems, technology and infrastructure.
- Assess accuracy of incident priority as well as risk of changes proposed for Production deployment and challenge these when necessary.
- Improve future resolution of incidents by authoring new and improving existing knowledge articles.
- React to change productively, communicate effectively and handle other essential and tasks assigned.
- Assist in the handoff of development code to enable the support of the production environment.
- Demonstrate the Company’s Core and Growth Values in the performance of all job functions.
