• Responsible for maximizing system uptime and availability, ensuring functional and performance SLAs
• Review and design technical solution
• Review code developed by junior resources
• Mentor junior developers to complete Development tasks
• Responsible for establishing and maintaining end-to-end monitoring and alerting on all critical aspects to ensure SLAs and get proactive notifications of possible issues for all systems
• Initiate and lead scripting and automation to streamline system updates and upgrades
• Work with operations team to resolve trouble tickets, develop and running scripts, and troubleshoot
• Manage offshore technical team
• Managing team and customer, and being Technical

Skills: System Uptime Management, Technical Solution Design, Code Review and Oversight, Mentorship and Leadership, Monitoring and Alerting, Scripting and Automation, Troubleshooting and Ticket Resolution, Team Management and Customer Interaction

• Troubleshooting client issues through to resolution
• Ensuring issues are escalated with all the relevant details to ensure quick resolution to defects in the solution.
• Owning tickets through to resolution, ensuring escalations are addressed and defects resolved.
• Being the voice of the client when working within organization and the voice of the organization to the client.
• Embedding a culture of ownership in which the delivery of consistently high-quality support is at the forefront of organizational values.
• Managing client expectations while working to contractual SLAs and prioritizing issues accordingly.
• Assist in developing and maintaining internal and external knowledgebase articles.
• Help in establishing, growing and developing the Support function.

Skills: Troubleshooting Client Issues, Escalation Management, Ticket Ownership, Client Communication, Ownership Culture Advocacy, SLA Management, Knowledge Base Management, Support Function Development

• Manage line of a team of technical professionals to provide a Tier 2 support service for a combination of in-house developed and internally configured Facilities Management systems including Mobile, Desktop, Web, Database, and 3 rd Party Integrations.
• Ensure the end-to-end processes for application support (Incident, Problem, Maintenance Checks and Request Fulfilment) are clearly documented, trained to the team, and understood by internal team and business units.
• Ensure good quality of service to affected users
• Focusing and coaching the team on good communication standards and responses.
• Support the Application Support Technicians with any issues they may have.
• Build a culture of start to finish ownership and focus on user experiences.
• Act as Point of escalation for urgent and/or emergency items.
• Produce and analyse regular reporting metrics to feed into regular service reviews and identify common trends and SLA Attainment.
• Establish good working relationships with Development, Infrastructure and IT Support team managers and represent Application Support in any strategic / delivery collaborations.

Skills: Team Management, Process Documentation, Quality Assurance, Communication Coaching, Technical Support, Ownership Culture Development, Escalation Management, Performance Metrics Analysis, Collaboration and Relationship Building

• Leads internal partners and external suppliers in ensuring that clinical services deliver maximum business value, remain technically relevant, complaint, balanced and efficient.
• Develops in-depth business knowledge and positive relationships with business partners
• Focuses on business processes to evaluate and translate functional requirements into technical requirements
• Assesses end user training needs and supports and/or contributes to the design, development, and delivery of end user training and procedures
• Produces and maintains project documentation, including that of Computer Systems Quality
• Uses standardized processes for requirements definition, analysis, design, construct, and test activities
• Modifies existing systems or integrates packaged systems with existing infrastructure to meet business requirements
• Ensures information assets are protected from malicious content and access to information is restricted to authorized personnel only

Skills: Leadership, Stakeholder Management, Business Relationship Building, Business Process Analysis, Requirement Translation, End User Training Development, Documentation Management, Quality Standards Adherence, Systems Modification, Integration

• Leading on a range of business projects to identify and propose commercial application system changes, enhancements and developments
• Liaising with appropriate vendors, users and other parts of the IT Team.
• Provide advice, configuration, maintenance, support and problem resolution for all commercial application systems.
• Review, prioritise and allocate to team members commercial systems support calls, ensuring end users are kept informed of progress.
• Analyse and determine faults, improvements or configuration changes documenting changes 
• Ensure all calls are allocated a priority and owner
• Be responsible for overseeing progress to closure, ensuring all changes have been fully tested to resolve the identified problems.
• Document changes to configuration and /or processes and ensure end users are notified
• Audit and advise on changes to Standard Operating Procedures.
• Design, recommend and implement agreed changes to business processes to achieve both efficiencies and full use of good practice system functionality.
• Deliver high quality end user training on processes and system functionality.
• Support and develop other members of the Business Systems Support team, as well as user teams.

Skills: Project Management, Vendor Management, Technical Support, Prioritization and Allocation, Problem Analysis and Documentation, Testing and Closure Oversight, Change Management, Process Improvement

• Experience in software engineering or support with Java based applications.
• Must have outstanding communication and problem-solving skills
• Solid technical knowledge of web development, REST APIs, web analytics tools
• Solid technical knowledge of HTTP nuances and modern scripting languages 
• Willingness to learn and understand the entire client technology stack and apply to solving problems for customers.
• Process knowledge must be strong
• Experience in handling critical incidents
• Must showcase L2 Support experience
• Extensive Experience in UNIX and Windows environment
• Thorough knowledge and working experience of ITIL methodologies

Qualifications: BS in Computer Science with 4 years of Experience

• Strong data analysis skills
• SQL proficiency, especially in Microsoft SQL Server environments
• Familiarity with SQL concepts such as indexes, keys, joins, cursors, and index fragmentation
• Microsoft Office experience, particularly strong with Excel (VBA/reporting)
• Familiarity with data warehouse or business intelligence reporting systems
• Experience working with large, dispersed data sets and identifying datas source of truth
• Running application related projects to completion
• Excellent verbal and written communication skills
• Desirable to have experience with Sage or OneStream or similar financial ERP systems
• Excellent organizational skills and attention to detail
• Exceptional interpersonal and customer service skills

Qualifications: BS in Management Information Systems with 2 years of Experience

• Knowledge of relational databases (MSSQL Server, Oracle)
• Good understanding of SQL including writing and interpreting queries
• Team player with the ability to respond and adapt quickly to changing needs
• Ability to accurately estimate work and keep to deadlines
• Experience in JavaScript, JQuery, Java and HTML/CSS
• Web server setup and configuration (IIS, Apache Tomcat)
• Experience in dealing with customers face-to-face
• Training end users on process and application-related changes
• Experience with Sage OneStream or similar financial ERP systems
• Experience in an industrial application support role
• Database administration experience (backups, restores, etc.)

Qualifications: BA in Engineering with 2 years of Experience

• Hands-on technical experience in Object-Oriented GUI and Web Development (C# and VB,.net), Crystal Reporting, Team Foundation Server, and Database and PL/SQL programming in Oracle environment is desired.
• Proficient in enterprise system deployment.
• Proven capability of leading a project from initiation through delivery and implementation
• Ability to determine time estimates, build project plans, identify and track issues, risks, action items and resolutions
• Ability to prepare status reports for the manager and team.
• Able to collaborate with various business groups effectively.
• Have excellent organizational, time management, analytical, problem solving, interpersonal and communications skills
• Demonstrated behaviors consistent with an enthusiastic, self-motivated progressive thinker
• Willing to learn and work within a lead role.

Qualifications: BS in Mathematics with 3 years of Experience

• Experience in Ruby on Rails, Python or PHP
• Maintain the integrity of the production environment data
• Know how to reproduce the errors that are generated
• Provide assistance to other areas of development (i.e: assist developers in fixing bugs) Console management
• Knowledge of Amazon Web Services Experience in agile methodologies such as Scrum or Kanban
• Data integrity maintenance in the production environment
• Fix problems that arise due to application failures or incorrect process flow
• Improve Jira's ticketing management and flow
• Proficient in verbal and written English, outstanding communication skills
• Good understanding of requirements from different areas
• Excellent negotiation skills

Qualifications: BS in Economics with 4 years of Experience