Application Support L2 Specialist

Position Highlights

The role involves ensuring that the solution evolves, including managing and prioritizing enhancement requests in collaboration with the business. From a support standpoint, it is essential to ensure that Level 1 support is properly handled, while delivering Level 2 support, which includes managing incidents, requests, changes, and problems. The specialist will own the overall incident management for the solution. 
The primary focus will be on RUN Management. It is necessary to stay in touch with external developments related to the solution and consider any modifications that may need to be implemented within the client. Additionally, the position will act as an internal consultancy.

Main responsibilities:

•    Primary Responsibility - Level 2 Support for Multiple Systems: Serve as the lead for providing Level 2 support across multiple critical systems within the organization. This includes analysing and troubleshooting complex system issues, ensuring timely resolution, and minimizing downtime. Collaborate closely with network administrators, system analysts, and software engineers to resolve software-related problems, acting as the key point of escalation for issues that cannot be resolved at Level 1. 
•    Global Solution Specialist: Act as the Global Solution Specialist, ensuring comprehensive oversight and expertise in the company's diverse range of applications and platforms. 
•    End-User and Project Support: Provide ongoing support to end-users, project teams, and regional and global business analysts, ensuring smooth operation and effective utilization of the organization’s applications. This includes assisting with the resolution of issues, facilitating the application of system enhancements, and supporting the analysis of business requirements across different regions. 
•    Test Case Preparation: Prepare detailed test case scenarios to facilitate thorough interface testing and effective resolution of support tickets.
•    Interface Maintenance and Management: Oversee the maintenance and management of interfaces across multiple platforms, ensuring seamless operation and integration with other systems. Actively participate in interface releases and testing campaigns, ensuring successful and error-free deployments.
•    Base Management: Develop and maintain comprehensive Knowledge Base articles and documents, serving as a resource for both team members and end-users. 
•    Collaboration and Root Cause Analysis: Collaborate with various teams to perform root cause analysis on recurring issues, ensuring effective and permanent solutions are implemented.

Main requirements:

•    Minimum of 3+ years of experience in international support within Application Management Services (AMS). 
•    Proven track record in troubleshooting and providing technical support in a global environment. 
•    Experience interacting with international clients and managing complex support cases. 
•    Experience in Database queries. 
•    Experience with IT Service Management processes (Incident, Problem, Change, etc.). 
•    Have experience of daily run activities. 
•    Have experience on the project life cycle and roll out phase sequence

Advantage will be: 

•    Experience in working with applications on VB, VB6, .Net. 
•    Experience with Azure, SOAP UI. Power Shell Scripts 
•    Experience with SAP. 
•    Experience with Power Bi. 
•    Experience with solutions that run in a cloud environment and the services. 
•    Experience with integrated solutions via API and monitoring solutions. 
•    Experience with development teams and DevOps tools like Microsoft Azure. 
•    Experience with EBS and Kibana 
•    Experience API Testing (REST, SOAP) / Postman