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KEY ACCOUNTABILITIES & ACTIVITIES
This section describes the principal outputs required from the job.
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Key Accountabilities
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Key Activities
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- Application Support & Operations
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- Provide day-to-day technical support for production applications and managed solutions.
- Investigate and resolve application incidents and operational issues within assigned responsibilities.
- Support users and technical teams in addressing application-related inquiries and issues.
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- Application Monitoring & Availability
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- Monitor application health, performance, and availability using approved monitoring tools.
- Identify abnormal behavior, service interruptions, and performance issues and escalate when required.
- Support continuous monitoring activities to maintain production service availability.
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- Incident & Problem Resolution
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- Troubleshoot application incidents and support root cause identification.
- Collect and analyze logs and relevant technical information to support issue resolution.
- Track assigned incidents and ensure proper documentation of resolutions and corrective actions.
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- Release & Deployment Support
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- Support application releases, deployments, updates, and changes across service environments.
- Perform assigned deployment activities in accordance with approved procedures and release plans.
- Conduct post-deployment checks to verify application stability and functionality.
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- Application Performance & Optimization
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- Monitor application performance and identify potential areas for improvement.
- Support technical activities aimed at improving application reliability and operational efficiency.
- Assist in implementing approved performance enhancements and technical fixes.
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- Preventive Maintenance & Health Checks
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- Perform regular application health checks and assigned preventive maintenance activities.
- Support technical refreshes, patches, and updates to maintain application stability.
- Identify recurring technical issues and contribute to preventive improvement actions.
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- Production Support Documentation
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- Maintain accurate technical documentation for supported applications, configurations, deployments, and operational procedures.
- Document incidents, resolutions, known issues, and relevant technical knowledge.
- Support the maintenance of operational guides and application support documentation.
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- Technical Coordination & Continuous Improvement
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- Coordinate with development, infrastructure, database, DevOps, and other technical teams to resolve application issues.
- Support production readiness and operational handover activities for new or enhanced solutions.
- Identify opportunities to automate or improve recurring application support and operational activities.
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- Policies, Processes & Procedures
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- Follow all relevant departmental policies, processes, standard operating procedures, and instructions so that work is carried out in a controlled and consistent manner.
- Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to ensure a healthy and safe work environment.
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- Information Security
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- Comply with all relevant information security practices and standards to ensure data integrity and confidentiality.
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