Application Support Tech Ed at ADvTECH

 Applications Implementation, Support & Maintenance

• Provides business application support to users on escalations for relevant system/s
• Provides support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues as well as escalations from the service desk.
• Supports Brand Business Application Coordinators (BACs) to embed best practices on business processes and with the resolution of issues at campus level.
• Ensures maintenance of applications & systems architectural standards
• Ensures that calls are escalated, updated, and resolved within acceptable parameters.
• Works directly with the Application Support Team Lead and addresses all escalations timeously and accurately.
• Attends training sessions on all business processes and changes being implemented
• Participates in backups and disaster recovery plans to ensure business continuity in case of a system failure or outage.

Applications Monitoring & Testing

• Monitors system/ application performance and troubleshoots issues to ensure the smooth running of systems and applications.
• Carries out performance analysis on systems and ensures systems maintain acceptable performance levels.
• Ensures applications/systems/systems integrations are operating at agreed SLAs (Uptime) to facilitate the successful execution of business transactions
•  Runs SQL queries based on data as required.
• Participates in pre and post release testing of change requests.
• Attends training sessions on all business processes and changes being implemented.
• Communicates any gaps/concerns to Application Support Team Lead & relevant stakeholders to ensure issues are addressed accordingly.
• Supports ADvTECH IT (AIT) with regression testing.
• Identifies and resolves applications and systems problems.
• Ensures system/ application errors are detected, logged, and resolved timeously.
• Identifies and communicates risks, trends, and possible solutions to the Application Support Team Lead to analyze, document and raise with the BACs.

Stakeholder Engagement

• Establishes and maintains relationships with key stakeholders as well as Brand representatives and ADvTECH IT technical and support staff
• Ensures proactive communication takes place to Inform all internal stakeholders (SA Team Lead & BACs) of:
• Brand specific trends regarding incidents that have been escalated.
• System issues such as SIS unresponsive, Communication issues, etc.
• Collaborates with various stakeholders to play an active role in the selection, configuration, and implementation of application systems.
• Collaborates with other team members and application users to promote the efficient utilization of the application and its effectiveness in addressing business needs
• Develops training materials in conjunction with the BACs, measures the effectiveness of training and addresses the gaps in knowledge and skills levels
• Escalates issues to appropriate parties (App Support Team Leader, Business Analyst and/or Business App Manager) based on user concerns/questions and follows up on the resolution thereof

Continuous Improvement

• Contributes to the development and maintenance of best practice, procedures and documentation related to the Application within ADvTECH IT and the Brands
• Proactively researches and locates necessary tools and processes to identify and avert systems and applications service depletion. Ensures continuous optimization of systems/ application performance
• Identifies process improvements in order to provide a more effective and efficient service
• Stay up-to-date with any relevant changes and optimization in the relevant Business Applications to ensure effective and optimal resolution of queries
• Monitors incidents and ensures resolution within SLA.
• Facilitates the implementation of new or enhanced processes.
• Stays up to date with the latest trends and technologies in system administration and recommends changes and improvements to existing infrastructure.
• Makes increased contributions by broadening individual skills
• Provides project support and assistance for the application, as required

Education (Formal Qualification required)
Degree / Diploma in IT

• MCSE

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