Job Responsibility :
- Provides troubleshooting support to resolve basic equipment issues over the phone
- Resolves maintenance service problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions and escalating unresolved problems to the appropriate team or service provider
- Maintains service ticketing system by entering accurate and complete information, including logging and tracking all customer requests
- Provides daily reports on cases successfully resolved through trouble shooting efforts verse those requests requiring further referral for resolution
- Creates and modifies trouble shooting operating procedures as needed
- Troubleshoots and diagnoses problems related to applications, make adjustment, bug fix, coding and/or performs preventative maintenance as well as providing the RCA
- Backs up data periodically to prevent unwanted data losses.
- Do automated deployment using tools CI/CD
- Use code repository tools like GIT, SVN, etc for version control
- Liaise with infrastructure or application team for complex issue solution
- Manage relationships with customers and service providers/vendors
- Provide 24/7 service operations and KPI compliance. Establish metrics, key performance indicators, and service level agreements to continually improve the performance of IT support
- Create/improve call center or customer support SOP & SLA continuously
- Perform application monitoring after handed over from application project team, capacity planning and tuning
- To work in accordance with the Company ITSM policies and process
- Develop, test, deploy and document code changes in accordance with the Best practice of Software Development Lifecycle
- To ensure coding meets best practice standards in terms of the accuracy, efficiency and robustness of the developed code.
- The day-to-day support and on-going maintenance information systems is a key responsibility, including the availability and performance of the Relational Database Management
- Systems and applications that underpin those systems.
Job Requirement :
- Coding experience for front end and back end
- Good in analytics, problem determination, and troubleshooting
- Have good communication skill and customer oriented mindset
- Able to do multi tasking and work under pressure
- Knowledge in system, DB, and application configuration
- Knowledge in code respository practice (git)
- Able to do operation development of application
- Minimum 2-5 years experience