About this role
- Provide application and system support by diagnosing and resolving incidents reported by users across various business units.
- Investigate, troubleshoot, and escalate complex issues to external vendors or development teams when further analysis or fixes are required.
- Monitor and track incident progress, ensuring timely resolution and effective communication with stakeholders.
- Analyze production incidents, identify root causes, and recommend system enhancements or process improvements.
- Conduct user training and provide guidance to ensure effective utilization of applications and systems.
- Perform daily monitoring of CCRIS processes and manage manual CCRIS reporting for failed or pending transactions.
- Support User Acceptance Testing (UAT), including testing activities related to system enhancements, patches, and production issue resolutions.
- Coordinate and support application deployment, patch management, and post-implementation activities.
- Perform ad hoc application maintenance tasks, including system configuration updates, master data maintenance, and project-related support.
- Maintain accurate documentation of incidents, resolutions, procedures, and support activities.
- Collaborate with cross-functional teams, vendors, and business users to ensure service delivery meets operational and business requirements.