EY GDS Consulting_Senior Technical Application Support Specialist 

Philippines, Taguig 

769899716

Technical Application Support Specialist

Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all the qualifications but have adjacent and/or sufficient experience. Your key responsibilities
· Act as a point of contact between the client and the application support center
· Monitor jobs, production processes, systems availability, latency and overall system health
· Create Incidents / Service Requests /Problem ticket and assign to teams
· Create application incident reports
· Perform initial analysis and resolution for the layers defined in scope
· Establish understanding of application, platform layers defined in scope
· Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational problems and provide acceptable workaround or resolutions to identified issues/defects
· Escalate further to L3 within a reasonable period with analysis and findings
· Triage, resolve, and conduct RCA
· Handle major incidents and join SWAT calls
· Identification, classification, prioritization, and remediation of system issues
· Produce reports on defect/problem reporting data
· Build tools or establish processes to quickly triage issues and discover failures across the technology stack
· Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence
· Create and update support knowledge database
· Lead the documentation process for overall application support

· Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular basis
· Provide responses to functional / technical queries,
· Perform periodic application maintenance
· Participate and provide support on various application migration activities
· Propose and/or participate in any support team continuous improvement initiatives and implement these improvements, as needed
· Understand the use of service delivery metrics
· Monitor and report on regular production activities, which are subject to Service Level Agreement (SLA) or Operational Level Agreement (OLA) such as job activity, transaction processing, network activity, database activity

· Ability to work in a fast-paced production environment
· Excellent analysis and troubleshooting skills
· Ability to work independently and as part of a team with minimum supervision, Self-organizing and able to act under own initiative
· Understanding of software development lifecycle and best practices
· Excellent communication skills (written and spoken English)
· Ideally has experience in working for large Financial Services client
· Keen attention to detail
· Have exposure to working in shifts (US Central, APAC and EMEA) and/or weekend shift/on-call support
· Has successfully demonstrated domain of most skills and technologies on several relevant projects
· Exposure to various job and process monitoring tools
· Ability to triage, manage and resolve technical issues
· Experience in utilizing and performing minor developments to existing support scripts
· Participate in and be the voice of support in program increment planning and prioritisation sessions when needed
·

Must Have:
• Intermediate level on Unix, SQL/Oracle, Java, Microservices, Tanzu / Kubernetes, Kafka, DataStage, MarkLogic

• Technical Application Support (Level 2) experience (5+ years)
**Intermediate : has hands-on experience working on that technology, can troubleshoot w/in the technology, can read scripts or do scripting, and know the key commands
• Education: Bachelor's Degree Computer related

• Experience of DevOps engineer role is an advantage
• Experience of supporting Fund Services business applications
• Experience of working as part of an agile scrum team, and/or a
• Exposure to script writing and basic development activity
• ITIL certification
• Familiarity with ServiceNow Automation and ticketing
**Atleast Fundamental : has knowledge but no hands on experience or has used the technology in a light way.

· Support, coaching and feedback from some of the most engaging colleagues around
· Opportunities to acquire new knowledge and skills to progress your career
· Engaging culture that promotes work-life balance and personal effectiveness

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.