Application Support Analyst

Responsible for supporting 24 x 7 Global Business-to-Business (B2B) Production Support in analyzing incident tickets and requests from customers or end-user, recommend solution, escalate to technical team and ensure closure within Service Level Agreement (SLA).  Production Support can apply or fix simple changes to address concerns/issues raised from customer or end-users based on the analysis conducted.

The main responsibilities of a GSD ANALYST (APPLICATION SUPPORT) include:

• Serves as the 2nd level support of Global Shared Service Center team running in 24/7
• Monitor incident tickets, system generated alerts and requests from Customers, eBusiness Managers, Customer Service, Sales, factory B2B and other end-user in ensuring completeness of inbound and outbound delivery of customer data feeds.
• Analyses incident tickets, system alerts and request then provide immediate solutions or recommendations.
• Reads program codes to determine the root cause of the issue, apply fix for simple or standard changes, and recommend permanent solution.
• Determine proper escalation to B2B Technical Administrator, Development team, factory-ETL if needed for more technical analysis.
• Ensure all incident tickets and requests are closed with resolution in accordance with the defined Service Level Agreement (SLA).
• Monitor ETL data loading for any delay and abnormalities. Escalate to B2B Technical Administrator, ETL or Development team when necessary.
• Evaluate project deployments and ensure Production Hand over documentations are properly maintained when it is turn over to Production Support.
• Monitor the incident trend per customer and present to B2B Improvement Initiative Team for permanent resolution with the goal to lessen the number of incidents (For leads only).
• Supports the following applications Traffic, Electronic Data Interchange (EDI), Integration Service, Trading Networks, Cloud Services (Web.Data)
• For team lead with subordinates, ensures work progress by monitoring/ controlling personnel activities through performance measurement and evaluation, enforcement of discipline, personnel counselling, and development.
• Ensure ticket closures are following the Global Service Desk Quality Assurance standards.
• Performs other functions as may be assigned from time to time by superior.
• Supports Environmental Management system with respect to their job.
• Implements Environmental Management System with respect to their job

Qualifications:

• Engineering or Computer Science Graduate

• At least 2 years experience of Application Support, Customer Service, Troubleshooting, Infrastructure Knowledge, Technical Support, Data Analysis, Project Management, Structured Query Language (SQL), Scripting & Coding, and Excellent Communication Skills

• Experience in dealing with Suppliers, Consultants Internal, Customer Contacts

• Amenable to work onsite 4x week at One Griffinstone, Alabang, Muntilupa City

• Amenable to work from Mon-Fri, 7AM to 4PM with possible changes of schedule if needed