Provide application support to various business users. Attend to business queries and business requests promptly. Follow through the business requests to a proper closure

Work on timely resolution for reported incidents so as to meet service level targets. Incidents include failures & queries reported by business users and technical staff; event alerts automatically detected and reported by event monitoring tool

Perform root cause analysis to identify permanent solution so as to prevent recurring incidents and to minimize the impact of incidents that cannot be prevented

Ensure all incidents and problems are proactively managed

Prioritizing numerous issues of varying severity and escalate issues as appropriate to necessary teams and management

Collaborate with the development team in identifying resolutions and transitioning of releases into production environment

Adopt standard Incident and Problem Management workflow and processes, i.e timely ticket, defect and incidents loggings including proper change management processes and quality issue/impacts emails

Participate in DR/BCM activities or infrastructure related upgrade

Responsible of capacity management. To monitor & analyse current performance and capacity data and forecast the capacity required by the applications ahead

Aside from day-to-day support duties, there will be requirements to undertake other responsibilities such as management reporting & other centrally driven project initiatives as needed