Job Description:Request, Incident & Problem Management Analyze, troubleshoot, and resolve incidents and support queries raised by business users First point of contact (L1.5 and L2) for any incidents, request, and support queries Ensure tickets (both internal and vendor tickets) are updated with correct details For tickets which needs to be escalated to vendors, monitor, and promptly follow up with vendor for end-to-end ticket closure.
Ensure prompt communications with users for incidents and queries updates Complete root cause analysis, update Process Design Documentations and RCA Report Service Management SLA management and reporting Perform routine review of the Services/RPA/Interfaces and ensure it is running successfully Support application upgrades/releases and patching activities Perform configuration changes Support maintenance activities such as arranging for downtime, resumption, and update stakeholders on the status Support Testing activities (e.g.
perform IT testing, prepare test scripts, coordinate with stakeholders, and track the progress) Perform routine health check of the applications VA issue list tracking and remediation efforts Update documentations and knowledge portal.
Update specifications and SOPs as needed Bachelor's Degree in Information Technology or equivalentMin 3-5 years of Support Delivery Experience (preferably in Maritime)Knowledge and Certification of Best Practices of Support Delivery – e.g., ITSM, ITILStrong understanding of IT Service Delivery ProcessStrong problem-solving skills & accountability - able to have empathy to understand and own the root cause of the user problemsStrong communication skills – able to converse in English and able to articulate and escalate issue, solutions, and service delivery statusKnowledge of SQL and basic scripting preferredSelf-motivated and independent while being able to work in a team set upFlexible to work after office hours for support activities if requiredGrowth mindset - curious, willing to learn new things and take up new challengesAutomation mindset to propose solution to automate routine support workCloud & SaaS applications knowledgeVirtual collaboration experience is required