About the position
The Application Managed Services Engineer (L3) is a seasoned engineering role, responsible for providing a managed service to clients by proactively identifying and resolving Packaged Application technologies such as ERP, Middleware and other business critical software incidents and problems. Through pre-emptive service incident and resolution activities, as well as product reviews, operational improvements, operational practices, and quality assurance this role maintains a high level of service to clients. The primary objective of this role is to ensure zero missed service level agreement (SLA) conditions and is responsible for managing tickets of high complexity, conducts advanced and complicated tasks, and provides resolution to a diverse range of complex problems. This position uses considerable judgment and independent analysis within defined policies and practices and applies analytical thinking and deep technical expertise in achieving client outcomes, while coaching and mentoring junior team members across functions. The Application Managed Services Engineer (L3) may also contribute to / support on project work as and when required.
Responsibilities
- Ensures that assigned Packaged Application technologies such as ERP, Middleware and other business critical software in the client's environment site is configured, installed, tested, and operational.
- Performs necessary checks, apply monitoring tools and respond to alerts.
- Identifies problems and errors prior to or when it occurs and log all such incidents in a timely manner with the required level of detail.
- Assists in analyzing, assigning, and escalating support calls.
- Investigates third line support calls assigned and identify the root cause of incidents and problems.
- Reports and escalates issues to 3rd party vendors if necessary.
- Provides onsite technical support to clients and provide field engineering services to clients.
- Conducts a monthly random review of incidents and service requests, analyze and recommend improvement in quality.
- Provides continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by the company.
- Proactively identifies opportunities for work optimization including opportunities for automation of work.
- May manage and implement projects within technology domain, delivering effectively and promptly per client agreed upon requirements and timelines.
- May work on implementing and delivering Disaster Recovery functions and tests.
- Performs any related task as required.
Requirements
- Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience).
- Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role).
- Seasoned years of work experience.
- Seasoned experience required in Engineering function within a medium to large ICT organization.
- Seasoned experience of Managed Services.
- Excellent working knowledge of ITIL processes.
- Excellent experience working with vendors and/or 3rd parties.
- Seasoned experience managing Packaged Application technologies such as ERP, Middleware and other business critical software.
Nice-to-haves
- SAP Certified Technology Associate - OS DB Migration for SAP NetWeaver 7.4.
- SAP Technology Consultant.
- SAP Certified Technology Associate - SAP HANA 2.0.
- Oracle Cloud Infrastructure Architect Professional.
- IBM Certified System Administrator - WebSphere Application Server Network.
