Taking ownership of service requests and decide if a fault is being reported or there is a change request that is responsible to initiate and manage;
Incidents reproducing, classification and communication with all affected users;
Gathering additional information and investigate in order to elaborate a resolution plan;
Create workaround or fix whenever possible or escalate/collaborate with software vendors for the achievements of the same purposes, respecting SLA’s;
Smoke test of the technical solution to be applied for incident resolution and UAT supervision;
Initiate closure of the managed incidents.
As Applications Owner:
Make sure applications are available within service level agreements and are working to design
Understand and periodically review the architecture of the applications and integrations;
Carry out activities in change and configuration management and continual service improvement processes, including vendor provided applications;
Performs the deploy of the new packages in bank environments;
Act as a consultant within the applications assigned, asses the existing and proposed improvements, possible automation and optimizations. Communicate inside IT and outside in order to validate the feasibility of the proposals;
Provide training and technical assistance to the users.
Identify incidents not matched to problems or known errors;
Determine root cause and if needed perform gap analysis;
Create new known error records, document problem resolution, formalize and communicate workaround findings;
Identify incident tasks, collect all evaluation tasks for future analysis, propose service improvement.
Bachelor’s degree or in Computer Science, Information Systems, IT Engineering or equivalent work experience.
At least 2 years of experience in a similar position.
Minimum 2 years hands-on experience with software development and documentation forms
Solid knowledge of business information systems and integration patterns and paradigms; general consulting skills.
Familiar with one or more incident management software, knowledge-based software, source control tools, office productivity increase tools.
Ability to explain and document technical details; Good analytical and problem management skills; A good problem-solving attitude.
Written and verbal communication skills both in Romanian and English.