Application Support

Job Description Handling Severity 1/ Severity 2 ticket and lead towards a resolutions with responsibility. Ensure Call Closure and First Call Effectiveness by team and monitor team’s performance on troubleshooting steps are within SLA. Interact with L2 and vendors effectively, provide solution to user/ user group satisfaction. Assist/Reach out to customers for any service grievances or discuss new technology/solution etc Service Availability - Meet uptime of 99.5% of services across the enterprise annually Successfully Design, develop and deliver completed applications /automation solutions within planned timelines. Escalation Management - Reduce escalations beyond your level to your line manager, no transactional exchanges to be pushed up Training new resources in team and keep them updated of any new changes. Complete one meeting every month with team to discuss performance/issues/improvements etc. Adherence to Security guidelines during New application / changes of Application. Ensure all mitigation of vulnerabilities during scheduled scans. Production changes applications. Successfully implement within change management guidelines. Collaborate with IT functions wherever required to complete the change.