GDS Consulting_TECH OPS Staff Application Support Specialist

<p><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif">At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. </span></span></p><p> </p><p> </p><p><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Technical Application Support Specialist </span></strong></p><p><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">The opportunity </span></strong><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">We are building a team of L2 Technical Application Support Center in Manila. The candidate will be required to perform technical production support activities on in-scope applications. Scope of production activities include but are not limited to: Incident Management, Problem Management, Service Request Management, and Service Management. </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">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. <strong>Your key responsibilities  </strong></span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Act as a point of contact between the client and the application support center </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Monitor jobs, production processes, systems availability, latency and overall system health </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Create Incidents / Service Requests /Problem ticket and assign to teams </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Create application incident reports </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Perform initial analysis and resolution for the layers defined in scope </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Establish understanding of application, platform layers defined in scope </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Analyze, identify issues, conduct investigation of functional/technical bugs, service failures, operational </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">problems and provide acceptable workaround or resolutions to identified issues/defects </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Escalate further to L3 within a reasonable period with analysis and findings </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Triage, resolve, and conduct RCA </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Handle major incidents and joined SWAT calls </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Identification, classification, prioritization, and remediation of system issues </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Produce reports on defect/problem reporting data </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Build tools or establish processes to quickly triage issues and discover failures across the technology stack </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Analyze service performance and implement adjustments to mitigate risk and/or prevent issue recurrence </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Create and update support knowledge database </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Lead the documentation process for overall application support </span><br><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Common Responsibilities and Expectations  </span></strong><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Work and closely collaborate with client teams (business and IT) as well as 3rd party vendors on a regular  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">basis  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Provide responses to functional / technical queries,   </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Perform periodic application maintenance  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Participate and provide support on various application migration activities  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Propose and/or participate in any support team continuous improvement initiatives and implement these  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">improvements, as needed  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Understand the use of service delivery metrics  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    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  </span><br><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Skills and attributes for success </span></strong><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Ability to work in a fast-paced production environment </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Excellent analysis and troubleshooting skills </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Ability to work independently and as part of a team with minimum supervision </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Understanding of software development lifecycle and best practices </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Excellent communication skills (written and spoken English) </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Keen attention to detail </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Have exposure to working in shifts (APAC and EMEA) and/or weekend shift/on-call support </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Has successfully demonstrated domain of most skills and technologies on several relevant projects </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Exposure to various job and process monitoring tools   </span></p><p><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">To qualify for the role, you must have: </span></strong><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">• Must Have: </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">     • Fundamental knowledge on Unix, SQL/Oracle </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">    • Education: Bachelor's Degree Computer related </span></p><p><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">• Nice to have: </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">•  Familiarity with Microservices, Java, Control-M, PCF (Pivotal cloud foundry), Monitoring Tools - Splunk, Dynatrace, Catchpoint, APM etc. </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">• Familiarity with ServiceNow Automation and ticketing </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">• Comfortable working closely with global teams  </span></p><p><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">What we look for </span></strong><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">We look for people who demonstrate drive, vision and determination and are passionate about helping our clients  achieve their goals. We look for high performers, who consistently deliver quality work while continually looking for ways to improve.  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">We want people who understand the challenges of working in a professional services environment and are focused on achieving and delivering the best for our clients. We want people who have a clear sense of personal and  professional accountability and know how to build relationships by doing the right thing.  </span><br><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">What working with EY offers </span></strong><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Support, coaching and feedback from some of the most engaging colleagues around </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Opportunities to acquire new knowledge and skills to progress your career  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">·    Engaging culture that promotes work-life balance and personal effectiveness  </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">About EY </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">As a global leader in assurance, tax, transaction and consulting services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however  long you stay, the exceptional EY experience lasts a lifetime. </span><br><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible. </span></p><p> </p><p><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Join us in building a better working world. </span></strong><br><strong><span style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Apply now.  </span></strong></p><p> </p><p><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif"><b>EY | Building a better working world</b></span></span></p><p> </p><p><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif">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. </span></span></p><p> </p><p><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif">Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.</span></span></p><p> </p><p><span style="font-size:11.0px"><span style="font-family:Arial, Helvetica, sans-serif">Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.  </span></span></p>