Lead and prioritize the Application Support teams workload
Manage and Own the Problem Management Process
Develop, coordinate and promote the effective functioning of problem management activities across support teams
Provide technical leadership & input to application/infrastructure scalability
Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
Maintain application monitoring, performance tuning, and testing
Ensure there are robust procedures and processes within the application support function remit
Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
To examine potential areas for Service Improvement and raise proposals with the Manager
Design, prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service
Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems
Share/spread knowledge with team members as well as internal teams (client services, service desk, development)
Pro-active in maintaining and increasing the teams and your own technical knowledge
Identify training needs or requirements for yourself individually and for the team
Coach and develop team members.
Resolution of the production incidents within specified SLAs and timely escalation to the respective stakeholders.
Bachelors degree in Information Technology, Computer Science or equivalent
proven working experience in Enterprise technical support
Working knowledge on SOA, OSB, Unix, Linux OS Environments.
Basic knowledge of Database, Excel.
Basic knowledge of Active Directory, Cluster
Strong problem-solving and multi-tasking skills
Excellent client-facing skills
Excellent listening skills
Excellent written and verbal communication skills
Ability to speak and write clearly and accurately
24 x 7 rotating shifts
Torry Harris Business Solutions (THBS) is a multinational provider of business,... technology and consulting services headquartered in New Jersey, United States. In 2009, THBS was identified as a leader in SOA integration by Forrester Research. Our company offers a broad range of IT services specializing in SOA Integration, Mobile Applications, Cloud computing, open source softwares. We focus on high-end, niche technical skills, predominantly in the middleware area and provide software services to enterprise clients across different verticals through a combination of Offshore and Onsite services and cover various domains like Telecom, Banking, Insurance, Healthcare, Government, Utilities/Auto and Manufacturing.
We have development centers in Bangalore (India) and UK, Sales & Operations offices are established in Bristol (UK), New Jersey (US), Singapore, Dubai, Spain, Germany, Shenzhen - to address the Mainland China market and domestic sales in India.
THBS offers the right platform that enables potential talents to grow and sharpen their technical competencies. It promotes an environment of trust and openness and strongly believes in the Easy Access Policy. Read full description