GDS Consulting_TECH OPS Staff Application Support Specialist

The opportunity

We are building a team of L2 Technical Application Support Center in Manila. The candidate will be required to perform technical production support activities on in-scope applications. Scope of production activities include but are not limited to: Incident Management, Problem Management, Service Request Management, and Service Management.
Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have adjacent and/or sufficient experience. Your key responsibilities
· Act as a point of contact between the client and the application support center
· Monitor jobs, production processes, systems availability, latency and overall system health
· Create Incidents / Service Requests /Problem ticket and assign to teams
· Create application incident reports
· Perform initial analysis and resolution for the layers defined in scope
· Establish understanding of application, platform layers defined in scope
· Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational
problems and provide acceptable workaround or resolutions to identified issues/defects
· Escalate further to L3 within a reasonable period with analysis and findings
· Triage, resolve, and conduct RCA
· Handle major incidents and joined SWAT calls
· Identification, classification, prioritization, and remediation of system issues
· Produce reports on defect/problem reporting data
· Build tools or establish processes to quickly triage issues and discover failures across the technology stack
· Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence
· Create and update support knowledge database
· Lead the documentation process for overall application support
Common Responsibilities and Expectations
· Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular
basis
· Provide responses to functional / technical queries,
· Perform periodic application maintenance
· Participate and provide support on various application migration activities
· Propose and/or participate in any support team continuous improvement initiatives and implement these
improvements, as needed
· Understand the use of service delivery metrics
· Monitor and report on regular production activities, which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity
Skills and attributes for success
· Ability to work in a fast-paced production environment
· Excellent analysis and troubleshooting skills
· Ability to work independently and as part of a team with minimum supervision
· Understanding of software development lifecycle and best practices
· Excellent communication skills (written and spoken English)
· Keen attention to detail
· Have exposure to working in shifts (APAC and EMEA) and/or weekend shift/on-call support
· Has successfully demonstrated domain of most skills and technologies on several relevant projects
· Exposure to various job and process monitoring tools

To qualify for the role, you must have:
• Must Have:
• Fundamental knowledge on Unix, SQL/Oracle
• Education: Bachelor's Degree Computer related

• Nice to have:
• Familiarity with Microservices, Java, Control-M, PCF (Pivotal cloud foundry), Monitoring Tools - Splunk, Dynatrace, Catchpoint, APM etc.
• Familiarity with ServiceNow Automation and ticketing
• Comfortable working closely with global teams

What we look for
We look for people who demonstrate drive, vision and determination and are passionate about helping our clients achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve.
We want people who understand the challenges of working in a professional services environment and are focused on achieving and delivering the best for our clients. We want people who have a clear sense of personal and professional accountability and know how to build relationships by doing the right thing.
What working with EY offers
· Support, coaching and feedback from some of the most engaging colleagues around
· Opportunities to acquire new knowledge and skills to progress your career
· Engaging culture that promotes work-life balance and personal effectiveness
About EY
As a global leader in assurance, tax, transaction and consulting services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime.