Digital Platforms & Technical Support Analyst

•             Support SPL’s Systems & Application Support teams to ensure effective provision of systems support services, in accord with defined SLAs, to fulfill user requirements and support achievement of operational excellence.
• Ensure that the applications are running as per the SLAs defined, while proactively identifying areas of improvement and recommending solutions.
• Ensure effective collaboration with business and IT team on different requests, including problem or incident requests, change requests, improvement requests, etc. and ensure the provision of timely support to achieve customer satisfaction.
• Ensure provision of timely troubleshooting services for applications to facilitate business continuity.
• Participate in leading the effective liaison with IT Security on fraud investigations ensuring adherence with established guidelines.
• Support the preparation of live simulation environments to verify user cases and to test workarounds to facilitate effective system administration.
• Support the execution of the received deployment plan for application fixes, changes, and upgrades (IT Operations will be responsible for actual deployment), as per the defined quality standards and SLAs.
• Support the timely monitoring of applications using support specific tools and ensure that system processes and patches are ready and correctly deployed as per the defined procedures and quality standards.

Customer Focus

Collaborates

IT Governance

Operating Systems