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Provide 2nd and 3rd level core application support
Ensure all incidents are properly addressed updated and closed in accordance with predetermined Service Levels, Incident and Problem Management processes
Act as a key on call contact for issues and investigations related to core applications
Perform trend analysis to highlight reoccurring incidents within production applications environment and develop solutions to address root cause
Identify, research, and resolve technical problems pertinent to the applications, including code level analysis
Conduct investigations into production failures and anomalies to determine the root cause of large or system issues and provide development recommendations for resolution
Demonstrate a commitment to knowledge centered support principles
Develop and promote security best practices for production applications within the organization
Provide technical expertise to internal customers through collaboration with the end-user community for the clarification of requirements and the communication of solutions
Participate in internal audit processes for corporate applications
Work with the IT Team to ensure a smooth support transition from the project implementation teams to Support
Ensure management is updated on issues in a timely manner
Additional tasks may be assigned as required
Qualifications
Willing to take a customer-focused approach to delivering support
Exceptional troubleshooting and problem-solving skills
A self-starter with the creativity to solve problems both independently and collaboratively
Ability to learn new concepts, systems, and software independently and quickly
Ability to take a holistic approach to delivering support
5 years related experience in software development and support in a multi-platform environment.
3+ years scripting (Unix, Perl scripting)
3+ years relational database (DB2, SQL SERVER)
Knowledge of Service Oriented Architecture (SOA), Enterprise Service Bus (ESB)
Familiar with tools like Apache ServiceMix and Tomcat
Experience with application interfacing (AIF, XML / SOAP web services, business connectors, APIs)
Development experience with C++, .NET, IBM WebSphere Suite
Experience with data models, SQL tuning and DB interface
Strong ability to communicate and document clearly and effectively
Ability to build strong team relationships
Ability to follow processes and guidelines
Ability to work with all levels of staff
Ability to take personal initiative and observe confidentiality
Ability to work with internal and external vendors in a professional manner
Ability to multitask in a fast-paced environment
Working knowledge of Modern Telecom Systems
SIP & RTP
CTI Applications
SIP trunks
PRI’s
Nortel CS100 & Avaya
Additional Information
This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization. Accommodations for disabilities or other grounds protected by human rights legislation are available upon request for candidates taking part in all aspects of the employment selection process.