You as an Application Support Specialist will provide 2
nd level support for a Business-Critical Application RAFT for the DHL DGFF division. This requires technical abilities to ensure that customer inquiries and issues are resolved within the Service Level Agreement targets. As a member of the support team, you will work on Incident and Problem management and participate on projects with other teams towards business. You will actively work on improvement plans, developing automation, and monitoring scripts.
Responsibilities and Duties
- Application (2
- nd
- level) Support - Ensuring that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays in accordance with SLAs
- Spotting potential problems early and taking pro-active action to stop them occurring and/or having a major disruptive impact
- Cooperating with 3
- rd
- level support (external vendor), e.g.
for the development of system enhancements to overcome known problems or further fulfill user requirements
- Being responsible for resolution of assigned tickets, finding workarounds and following root causes to resolve issues permanently.
- Providing advice and guidance to less experienced colleagues
- Supporting delivery of build projects through its lifecycle (focus on user and technical acceptance testing (UAT/TAT), RTP and post implementation support)
Qualifications and Skills
- Accounting & financial knowledge
- Experience with application support
- MS-Azure cloud knowledge
- MS Windows Administration knowledge
- PostgreSQL & MongoDB with SQL knowledge
- Advanced English (written and spoken)
- Advantage will be additional experience with:
- RPA or any Automation skill
- Scripting
- Experience with corporate setting
Role-specific Requirements
- Customer focused personality
- Fast learning attitude
- Ability to prioritize and multi-task to achieve goals and deadlines
- Strong analytical thinking
- Team player
- Advanced communication skills
- Proactive mindset