Application Support

Responsibilities:

• Provides all facets of support concerning Configuration Items in the IT library - incident resolution, minor work enhancements, permanent fixes and tools development.
• Maintains and updates workarounds and proactive management of Configuration Items in knowledge database.
• Provides resolutions within a timely manner and informs the Support Leads or Incident Manager regarding potential breaches of the SLA.
• Coordinates the activities of several groups investigating the incident, as needed.
• Provide consultation determining proper escalation matrices, issues and changes within the process
• Executes and monitors Ad Hoc requests
• Performs proactive support services which may result in early detection of incidents
• Customer and User service oriented.
• Effective time and work management.
• May participate in projects and take on roles such as Designer, Tester and Implementer
• Coord...