Digital Application Support Specialist  

Position Summary

The Digital Application Support Specialist provides clear communication and rapid response for every business-impacting, service-related event. The position religiously checks for system metrics and validates them against standard limits or thresholds. He or she applies an appropriate response depending on the significance of the event and the type of trigger (incident, change, etc.). For incident management and problem management, he or she assigns the right classification levels based on policies and standards.

The Digital Application Specialist is also responsible for following documented procedures and scheduled tasks that underpin services provided by Digital Consumer Technology Team • Functional system validation • Incident conference call facilitation and issue documentation Moreover, the position communicates timely and accurately to appropriate channels during, before and, after incidents using standard templates and guides. He or she releases advisories and triggers escalations as necessary for the rapid restoration and resolution of the issues.

Major Duties and Responsibilities

• Ensures that each of the parameters and its corresponding standard is up to date.
• Monitors and keeps attention on the performance of each assigned metric by verifying its actual status relative to the set thresholds. Apart from tracking the exact measure, the Digital Application specialist observes trend patterns for proactive responses.
• Performs functionality tests for critical business applications and services. • Records and classifies service-related events or as required by the standard operating procedures.
• Correctly identifies events as either incident, problem, or change and triggers the appropriate process to manage them.
• Classifies incidents following defined standards based on the level of severity and urgency.
• Uses the right communication channels or media to notify, advise, or escalate to the appropriate individuals or groups for speedy restoration and resolution of incidents.
• Provides active logging of activities that occur on conference calls during significant Service Incidents.
• Engages requested support resources from additional teams following documented procedures during conference calls for significant Service Incidents.
• Documents and maintains common symptoms, incident recovery steps, and standard application activities in the knowledge base.
• Partakes in Digital Application Operations-related projects on process improvement, problem resolution, or risk mitigation. MBOs/KPIs (pls include Metrics)
  • % of Incidents Restored within operations targets depending on severity
  • % of incidents Responded do within operational targets depending on severity
  • % Services within Availability Targets (High Availability, Medium Availability)

• Bachelor’s degree in computer science, engineering, information systems, or similar technical field.
• At least two (2) years of IT or technology-related experience • At least one (1) year experience as a tier-1 specialist in a technology or network operations center
• Experience in an application testing and or application support environment is a plus
• Experience with event management tools is preferred but not required • Experience in creating technical support documentation a plus
• Able to deal effectively, think, act decisively based on available information, and maintain a correct level of urgency while in the heat of the situation
• Must have a strong customer service orientation
• Must possess excellent oral and written communication skills
• Must be willing to work on a shifting schedule