Job Description

Overall Purpose of the Job
The purpose of this role is to provide specific Applications support (2nd and 3rd level), for a particular application, both technical and human. Technical support relates to the maintenance of the app, software and other organization technological systems. Human support relates to helping the end-user understand how to use the application or system and help solve any issues.
They are in charge of installing, updating, and maintaining their assigned application. They also troubleshoot concerns and respond to inquiries from application users. They are expected to be subject matter experts on matters related to the application and to ensure optimal up time and user experience are met on the ADvTECH platform they provide support to Application Support staff collect information from users and program prompts.
They primarily collect data on program usage and common user concerns. This data will help application administrators identify trends in software usage and recommend solutions for software improvement. Responsible for providing reports and metrics to improve system availability and performance relating to overall systems health, thus providing a holistic management view with recommendations to alleviate or curb any current or prospective issues.
Applications Implementation, Support & Manitence
Provides system and application support to users on escalations from Service Desk

• Provides support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues as well as escalations from the service desk.
• Provides system and application support to userd on escalations from Service Desk.
• Supports brand Business Application Coordinators (BACs) to embed best practice on business processes and with the resolution of issues at campus level.
• Ensures maintenance of applications & systems architectural standards
• Ensures that calls are escalated, updated and resolved within acceptable parameters.
• Works directly with the Application Support Team Lead and addresses all escalations timeously and accurately.
• Participates in backups and disaster recovery plans to ensure business continuity in case of a system failure or outage.

Applications Monitoring & Testing

• Monitors system/ application performance and troubleshoots issues to ensure the smooth running of systems and application.
• Carries out performance analysis on systems and ensures systems maintain acceptable performance level.
• Ensures applications/systems/systems integrations are operating at agreed SLAs(Uptime) to facilitate the successful execution of business transactions.
• Runs SQL queries based on data provided by vendors or the enterprise data team as required.
• Identifies and communicates risks, trends and possible solutions to the Application Support Team Lead to analyze, document and raise with the BACs.
• Participates in pre and post release testing of change requests.
• Attends training sessions on all business processes and changes being implemented.
• Communicates any gaps/concerns to Application Support Team Lead & BACs to ensure issues are addressed accordingly.
• Supports BACs with regression testing.
• Identifies and resolves applications and systems problems
• Ensures system/ application errors are detected, logged, and resolved timeously

Application Changes & new deployments

• Admisnistrate, manager and Implement systems and Application changes.
• Ensure sufficient capacity planning for applications & systems by liaising with Infrastructure teams to commission resources
• Ensures adherence to quality assurance steps for systems changes and deployments
• Ensures conformance with SDLC and takes responsibility for the deployments of applications & systems changes to operations. Liaises with various teams to ensure handover procedures to operations are followed.
• Ensures adherence to release management procedure.
• Ensures systems configuration changes are handled without adversely affecting operations

Stekeholder Engagement

• Ensures proactive communication takes place to Inform all internal stakeholders (SA Team Lead & BACs) of:Brand specific trends in regard to incidents that have been escalated.System issues such as SIS unresponsive, Communication issues, etc.

• Collaborates with various stakeholders to play an active role in the selection, configuration, and implementation of application systems.
• Develops training materials in conjunction with the BACs ,measures the effectiveness of training and addresses the gaps in knowledge and skills levels

Project Participation

• Plans and assists with IT and systems/ application projects to ensure optimal delivery and minimal disruption and or downtime.
• Liaises with other teams and team members within AIT to ensure the delivery of- projects happen on time and within the parameters of best practice set out by AIT and governance.
• Participates in change control and other project-based governance forums to ensure AIT standards are followed and adhered to.
• Compiles project reports to respective stakeholders outlining the status of tasks in the project and reports on these in monthly reports
• Compiles project reports to respective stakeholders outlining the status of tasks in the project and reports on these in monthly reports

Continuous Improvement

• Identify opportunities for process improvement within support workflows and systems.
• Collaborate with business and technical teams to recommend and implement improvements for application functionality and support processes.
• Proactively researches and locates necessary tools and processes to identify and avert systems and applications service depletion. Ensures continuous optimization of systems/ application performance
• Facilitates the implementation of new or enhanced processes.
• Stays up-to-date with the latest trends and technologies in system administration and recommends changes and improvements to existing infrastructure.

Qulifications

• Diploma/ Degree in Indomation technology
• MCSE

• 3 Years experience

Skills Required