Java Application Support L1

The Opportunity.

Thakral One is looking for a Java Application Support L1 to provide frontline production support for campaign and enterprise applications. The role focuses on incident and request management, basic Java and SQL troubleshooting, SLA-driven support, and close collaboration with operations, developers, and client stakeholders in a telco environment.

The Role.

Key Responsibilities

• Fully understands the processes and architecture of the campaigns end-to-end flow
• Monitors, updates, resolves and executes the Incident Tickets and Service Requests assigned
• Perform configuration  /  code fix and changes related to the infrastructure and platform required to resolve an incident and fix a problem record.
• Provide recommendations for improvement
• Provide input in timeline estimates for the service requests.
• Escalation of any foreseen risks or delays, provision of the recommended resolution, and impact assessment
• Contribute in the preparation of issue resolution progress report and / or update CLIENT counterparts (or as needed)
• Contribute in the preparation of daily / weekly / monthly campaign-related reports (e.g. campaign trend, operations dashboard, etc)
• Identify improvements in the delivery process and possible recalibration of service levels (if needed)
• Participate in the technical assessment of new campaigns, and proactively raise questions and gaps on operational impact and requirements
• Review and ensure that the campaign’s Policy and Procedure Manual (PPM) contains all the procedures required for support monitoring and resolution
• Review the deployment work plan to validate all relevant objects and assess operational impact
• Has experienced working in a support group / team providing level 3 type of support with on-call responsibilities
• Knowledgeable in-Service Level Agreement (SLA); Experienced working in an SLA type of support
• Ensure that activity progress and completion are aligned with the SLA and target timelines
• Has knowledge in Incident Management, Request Management and Change Management
• Knowledge with ticketing tools (i.e Remedy, Service Now)
• Experience in TELCO an advantage

Additional Responsibilities

The Expertise.

Skills, Knowledge, and Abilities

Experience and Knowledge on any of the following

Nice to Haves

Education, Certifications, and Experience

Other Relevant Information

About us.

Thakral One is a consulting and technology services company headquartered in Singapore, with a pan-Asian presence. We focus primarily around technology-driven consulting, adoption of value-added bespoke solutions, enabling enhanced decision support through data analytics, and embracing possibilities in the cloud. We are heavily inclined towards building capabilities collaboratively with clients and believe strongly in improving grounded and practical outcomes. This approach is possible through our partnership with leading global technology providers and internal R&D teams. Our clients come from Financial Services, Banking, Telco, Government, Healthcare, and Consumer-oriented organisations.