• A well established multi-national corporation
• Opportunity to participate in major challenging project
• Excellent career growth opportunity.
  

We are now inviting applications for the post of Technical Support Analyst, Application for our major client.

Responsibilities

• Perform Service Transition Management to ensure all projects and enhancements are delivered with proper transition arrangement and documentation
• Perform Change and Release Management such as rollout planning of application and infrastructure changes and quality assurance. To ensure that the integrity of the live environment is protected and that the correct components are released
• Perform proactive maintenance such as oversee system performance, provide recommendations on proactive maintenance activities, manage application support service providers on performance monitoring and tuning, system house keeping
• Process service request such as administrate application security, system configuration modification
• Assist with the establishment of service review objective and development of relationships with business Portfolio Domains
• Review Service Catalogue in conjunction with the Service Management; validate the accuracy of the information within the Service Catalogue
• Catalogue and communicate to the business units of the services being provided
• Improve service quality and customer satisfaction, implement service improvement initiatives
• Decision making authority and /or recommendations expected
• Recommendation to Technical Support Lead on assessment for Service Transition, Change & Release Management, and pro-active maintenance program
• Derive authority from Technical Support Lead on relating to Service Requests, service level improvement and service issue escalation

Requirements

• Minimum 6 years working experience in IT
• Tertiary qualifications are desirable
• Able to handle multiple tasks and coordinate tasks/problem solving with multiple IT groups, service suppliers and business users
• Customer service oriented and good team player
• Strong problem solving and analytical skills
• Strong and effective communication and interpersonal skills
• Sound knowledge and experience in service management and quality assurance
• Ability to effectively understand business requirement, plan and coordinate the implementation of the correspondence services and its improvement life-cycle
• Good and practical experience in Information Technology Infrastructure Library
• (ITIL) processes/practice implementation, Service Level Management and Service
• Catalogue Management, is definitely an advantage