Production Support

Purpose:

• Responsible for run and Bau support for SaaS applications
• The role holder will be working on resolving production incidents on SaaS Platform and execute operational processes and supports Run delivery as directed across the Procurement and property Support functions, including the resolution of production incidents.
• Role will also look at incident triaging and analysis of Production incidents for procurement and supply functions.
• Engage with key business stakeholders as directed to understand prioritise and ensure delivery and operations are in line with business objectives.
• Perform continuous review and adoption of tools and frameworks to improve operational processes and change delivery as directed.
• Develop methods, standards, checklists, procedures, business tools, communication materials and templates to support operations, engagement and change delivery as required.
• Incorporate industry standard approaches, methodologies and perspectives to assist in change delivery
• Responsible for development and execution of fixes as directed (Project and Small/Medium initiatives) as directed across Procurement and property Assets, including:
• Perform impact assessments
• Collaborate with, business stakeholders, technology to analyze issues
• Execution of and/or participation in User Acceptance testing (UAT) and/ or Business Verification Testing (BVT)
• Implementation of business configuration and/or data adjustments
• Develop requirements; obtain actual evidence of the requirements to support technical design.
• Assist technology with business oversight of technical solution design.

Essential Capabilities:

• Ability to work well in a team environment, but also be very self-motivated and exhibiting a positive attitude.
• Ability to learn new things quickly, and tackle new challenges head on.
• Strong communication skills (verbal and written)
• Ability to work towards specified goals within strict deadlines
• Ability to work well within a team and contribute to achieving team objectives
• Problem solving skills.
• Ability to identify and document process improvements

Additional Capabilities:

• Strong commitment to quality delivery
• Ability to provide knowledge transfer to team members to enable on-going support and train end users
• Able to work effectively in a team with technology partners, located onshore/offshore,

Experience

• It is expected that the role holder will most likely have the following experience:
• 5+ years in Application support role
• Vulnerability Tracking and resolution
• Password Rotations and other activities related to Critical Hygiene framework
• Certificate Renewals/ Tracking renewals
• On- call Support/ Weekend Support
• Disaster Recovery Execution and coordination
• Coordination with multiple teams