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Application Supporting Analyst

Description

  • Perform Event Management task which included manage and maintain the Client Monitoring Systems, proactive monitor and responds to security alarms through event handling and escalation.
  • Event handling and escalation
  • Identifying and investigating on abnormal alarms and notifications
  • Notifying and coordinating response to abnormal on systems and networks by liaising with other relevant teams and 3rd party suppliers, handling escalation through to resolution)
  • Compiling daily reports and incident reports
  • Maintenance of technical documentation of processes and procedures used throughout normal operations
  • Development of knowledge and skills in information security

Qualifications

  • Support end users for any request coming from their day to day work
  • Co-operate with development team to implement the CR/bugs for the users
  • To drive customers cases succesfully resolved within SLA
  • Support and guide other SPA members if needed.
  • Manage assigned support ticket indepdently
  • Strong customer service & communication skills
  • Excellent analysis and problem solving skills
  • The ability to prioritize support requests while keeping response times in mind is immensely important
  • Quality and process oriented
  • Bachelor Degree in Information Technology
  • Attention to accuracy, clarity and quality of work
  • Ability to work to deadlines
  • Understanding SLA/principle of support service; Experience to handle tickets with SLA (Service Level Agreement)
  • SQL Skills
  • Language: Proficient in English; High level of verbal and written English language skills (Reading, Writing, Speaking and Listening)
  • Timely report to manager
  • Maintains confidentiality of data and information of projects
  • Good presentation skills
  • Previous worked as an Application Support Analyst
  • Experience in training and supporting a wide variety of customers on applications
  • Excellent process documentation skills
  • Able to develop and interpret technical documentation for training and end user guideline
  • Self-motivated and able to work collaboratively and with minimal supervision
Location:
Ho Chi Minh
Competence:
SPA
Type:
Permanent
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