E commerce Application / Platform Support 4

The role is within the team responsible globally for functional support on eCommerce EQD application.

Incident and Problem Management: All team members on all Applications

• Provide 1st and 2nd level support for internal clients and 2nd level support for external client.

• Managment/Own P1/P2 incidents and problems end to end

• Provide workaround in order to reduce the Business impact/outage of a critical or major incident

• Diagnose issues: establishes their root cause.

• Communication with internal users and management over incidents and post-mortems

• Ensurance all support issues are correctly logged in the Bank incident management system with relevant details (downtime, business impact, location etc..) and own them to resolution

• Initiates task force over critical incidents

• Liaises with upstream and downstream systems support teams when needed

Application Monitoring and follow up: Application Champion

• Responsiblity for global uptime target of 99.9%, across the whole eCommerce platform

• Monitorisation application state and input/output data correctness throughout the day, hand-over with follow the sun support teams

• Put in place monitoring to provide proactive support

• Performance system administration

• Update the relevant Production KPIs

Knowledge Management and Documentation: Application Champion

• Follow the document and support process strategy of APS eSolutions : D’Artagnan

• Documentation support procedures on wiki

• Own team knowledge base on wiki for all in-scope applications

• Provides support to end-users on how to use the application

• Ensurance Follow-the-Sun and regional support teams are trained as required, in particular over new releases

• Communication a daily handover document to Follow-The-Sun support teams, where appropriate

Continuous Service Level improvement: Application Champion

• Contribution to capacity management of in-scope applications: proactively tracks trends in application behaviour, and alerts Application Production and Development teams of any potential risks in the future

• Ensurance that all application support logs are fit for purpose, ie meaningful and actionable.

• Actively seeks reduction of dependency on manual interventions by support staff, e.g leveraging enterprise batch scheduling and enterprise monitoring tools

Maintenance and enhancements: Application Champion

• Performance functional pre-release checks

• Participation to release cycles for functional validation on staging/preproduction and production environments

• Coordination functional post release checks

• Communication globally to support teams the new functionalities and organize training when required

• Communication Release Notes to Business

• Participation to DRP/BCP exercises

Project and specific tasks: Application Champion

• Liaises with the IT development teams to ensure enhancements and bug fixes are prioritised, and completed as appropriate

• Various project and smaller tasks are managed by the team, all related to support: most of the tasks are incident response, business request or maintenance

• Project are mainly related to new development where application support role is to make sure of the supportability, monitoring of the new tool, team and user training, project fits the APS standards