The role involves mix of production support and business analysis. In this capacity, you will be required to do functional and technical analysis of business needs, support internal clients, troubleshoot, and diagnose functional and technical issues in the production environment.
Responsibilities
* Conduct functional and technical support on Research Website, CRM, Research workflow & distribution system * Work closely with vendor and global development & application support teams to ensure smooth delivery of functional and technical requirement.
* Conduct system Quality Assurance Testing and assist in User Acceptance Test. Perform production deployment and system upgrade
* Analyze business requirement and provide support & solution
* Assist in project rollout and communicate timelines to business stakeholders.
* Management and tracking of daily production problems and user requests, ensure effective and timely resolution and communications to the client. Regular interaction with business users, development teams, infrastructure teams on system related issues and enhancement requests.
* Maintain high availability of systems by continuously monitoring operation and performance.
* Coordinate with IT Security and Infrastructure team to build and maintain the platform
* Follow ITIL Application Support methodology to carry out incident and system change management procedures.
* Participate in support roster. Shift duty, weekend and holiday work as per requirements.
Technical and Behavioral Competencies / Specific Qualifications
* Degree in IT/Computer Science with 8+ years' experience in software development and support
* Good command of English and Mandarin
* Process automation with Python and Shell scripting.
* Experience in web-based application, web analytics and data security
* Hands on experience on SQL.
* Hands on experiences on Excel / VBA and Java.
* Hands on experiences on Linux and Windows OS.
* Exposure to system monitoring tools like Dynatrace and Geneos
* Self-learner, diligent, dependable and result driven team player.
* Working experience on fast paced environment is an added advantage.
* Good communication and interpersonal skills.
* Excellent problem-solving skill.
