Purpose of Role :
The role holder works with limited supervision and is self-sufficient acting with depth of specialization in supporting a set of buisness critical applications.
Helps maintaing the availability of the platforms for the end users and is able to make critical support decisions when needed acting with little support.
TechnicalCapability. Works within ateam with little supervision as application administrator supporting endusers / customers / partners with technical queries (e.
g. knowledge of the configurationof interlinked systems, implementing / providing input for technical changes,and contributing technically to service development).
Process . Follows established processes / systems andrecommends improvements to these as appropriate to resolve routine customerenquiries, reviewing risks defined within the change control, releasing to GDAprocess verified, validated and documented defects or enhancements to eliminateproblems and proactively develop the service.
Actively participates andprovides valuable input in all relevant project calls, e.g. SME consultation.
ServiceLevel . Recognizesopportunities to improve performance against Service Level. Acts as a point ofescalation for L1 to resolve service delivery issues.
Escalates issues asnecessary to SMEs. Monitors performance through statistical reporting andanalysis and any other available tools.
ProjectWork . Works within orunder guidance from the project manager on implementation and supportingidentification of the shortcomings of implemented technical designs to meetservice delivery requirements, is part of the onboarding team and proactivelyparticipates in all onboarding activities.
Customer / ProjectRelationship . Establishesexcellent working relationships with customer’s organization to deliver andenhance the service.
escalates or gains support where appropriate. Proactively analyses trends andreports on information (e.g. on performance service levels) in a timely mannerto resolve issues, maintain and enhance the service.
TeamWorking . Trains, coachesand mentors members of the team to provide knowledge, assistance and advice.Works in a problem solving team to resolve service issues.
Collaborates withall lines of support and sets the example to follow.
BusinessAwareness . Understands therequirements of the customer’s business environment and service deliveryrequirements and knows how issues impact the delivery of service.
Recognizesand reports opportunities to technical team manager, process controller andother relevant parties for additional business.
üIn depth investigation into the root causeof all issues in cooperation with all lines of support and SMEs; known errordocumentation for 1st and 2nd Level.
üTicket resolutionincluding direct contact with end user where necessary
etc.)based on detailed work instruction approved with SMEs.
üDocumenting thebusiness processes together with level 2 for all lines of support.
üEnsuring that ALLincoming cases are logged as per process and following the complete deskinternal and project specific processes.
Takesresponsibility for learning about current products / systems, technical andservice developments, taking the initiative to extend own knowledge to learnabout products, technologies and techniques to build own technical knowledgeand support business requirements.
Demonstratesconstant willingness to broaden one’s own knowledge and improve skills.
Account creation, limitation change, Project copy)