IT Operations Senior Analyst (Application Support)

ABOUT US

SnapMart is the Philippines’ fastest growing and leading online grocery platform, offering end-to-end eCommerce tailored solutions for its partners (https://landers.ph) to provide our customers with an unparalleled selection of fresh food, household essentials delivered to your door in the 2h delivery window of your choice.

Our Landers Superstore app is now available for download on the App Store and Google Play! Download and order now!

We are looking for superstars to join now our customer-employee-technology and data-driven family!

JOB SUMMARY

This position will be responsible for providing end to end support to SnapMart teams, ensuring the consistent and high-quality performance of our critical systems. The role requires a dynamic individual with a strong technical mindset, exceptional problem-solving skills, and a keen attention to detail. In addition to technical proficiency, effective communication and collaboration with various business teams are imperative for success in this position.

JOB RESPONSIBILITIES

• Team Leadership: Lead a team to maintain the highest standards of system monitoring, ticket control, and incident resolution, fostering a culture of efficiency and excellence.
• System Configuration and Management: Configure, monitor, and manage our production ERP products/systems, including but not limited to the eCommerce system, Order Management System, CRM, and Transportation system.
• Frontline Support: Act as the first point of contact for the Technology teams, actively resolving business questions, providing support for incidents, bugs, and ensuring quality control.
• End-User Communication: Notify end-users of new techniques, time-saving tools, and provide relevant tips and information to enhance their experience.
• Prioritization and Escalation: Categorize incidents accurately, set priorities based on impact vs severity, and guide the Engineering department to focus on critical tickets. Escalate complex service issues as needed.
• Incident Reporting and Resolution: Record incident reports for significant and recurring problems, actively participating in the corrective action process to address root causes.

JOB QUALIFICATIONS

Education:

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent in experience

Technical Skills:

• ERP System Proficiency: Demonstrate a deep understanding of ERP systems, with a focus on configuration, optimization, and troubleshooting. Experience in enhancing the functionality and performance of platforms and tools for application end users.

• System Monitoring Tools: Utilize advanced system monitoring tools to proactively identify and address potential issues before they impact operations. Familiarity with visualization and analytical tools such as Grafana, Firebase, or similar monitoring solutions.

• ITSM Tools: Technical competence in IT Service Management (ITSM) tools, particularly in utilizing platforms like Jira efficient incident tracking, documentation, and collaboration.

• Cybersecurity Awareness: Stay updated on cybersecurity best practices and demonstrate awareness of potential security threats. Implement measures to safeguard systems and data integrity.

• Troubleshooting and Debugging: Advanced troubleshooting skills with the ability to analyze and debug complex issues efficiently. Proficient in identifying root causes and implementing effective solutions.

• Mobile Technology: Experience in supporting and optimizing systems for a highly distributed and mobile customer environment, ensuring a seamless user experience across different devices.

• IT Equipment Support: Ability to provide support for IT equipment, including desktops, laptops, printers, and peripherals. Proficient in diagnosing and resolving hardware and software issues.

• Network Support: Basic knowledge of network principles and protocols. Capable of providing initial support for network-related issues and collaborating with dedicated network specialists as needed.

• Office Productivity Suites: Proficiency in using Microsoft Office Suite and experience with GSuite (Google Apps) for documentation, reporting, and effective communication within the team and across departments.

Soft Skills:

• Effective Communication: Exceptional verbal and written communication skills, with the ability to convey technical information in a clear and concise manner. Capable of fostering open communication channels within the team and with various business units.
• Collaborative Team Player: Strong interpersonal skills and a collaborative team player, capable of working effectively in cross-functional teams. Proven ability to build positive working relationships with colleagues, stakeholders, and external partners.
• Adaptability and Flexibility: Demonstrated adaptability in fast-paced and dynamic environments. Able to quickly adjust to changes, embrace new technologies, and efficiently navigate evolving priorities to meet organizational goals.
• Problem-Solving Orientation: A proactive problem-solving mindset with the ability to analyze complex issues, identify root causes, and implement effective solutions. Capable of thinking critically and making informed decisions under pressure.
• Customer-Centric Approach: A strong focus on providing excellent customer service to internal teams and end-users. Ability to empathize with users' challenges and proactively address their needs, contributing to overall user satisfaction.
• Time Management and Prioritization: Excellent organizational skills with a keen attention to detail. Proficient in managing multiple tasks and priorities effectively, ensuring deadlines are met without compromising the quality of work.
• Resilience and Stress Management: Resilient in the face of challenges, able to maintain composure under pressure. Possesses effective stress management techniques and encourages a positive and supportive team culture.
• Conflict Resolution: Strong conflict resolution skills, capable of navigating disagreements and finding constructive resolutions. Comfortable addressing and mediating conflicts within the team or with stakeholders.

Work Arrangement:

This role follows a hybrid work model, requiring two (2) days onsite at our Aseana City, Parañaque office and allowing three (3) days work from home each week