DHL is hiring an Application Support Specialist for its Heredia office.In this role, you will be 2nd level technical support forMulti-Channel Tool .
You will effectively manage maximum availability andminimize disruption to the Multi-Channel Tool Service (MCT) and ensure that allagreed targets, SLA's and Metrics are met.
You will provide service consultation, guidance and problem solving expertise with respect to complex technical issues, supports internal improvementinitiatives and projects relating to MCT.
In the event of an emergencyincident, you will actively manage the target resolution. Thisis a technical role that requires a minimum of 2 years’ experience in atechnical support with experience in troubleshooting.
Additional skills and responsibilitiesinclude :
Application support experience with MultiChannel Tools an advantage
Experience with Linux, Oracle 10G, SQL, Weblogic, and Windows2008 required.Powershell scriptingexperience highly preferred.
Deliver assignedservices according to agreed SLA’s (TRT, Availability, and Performance)
Act as a primaryoperational point of contact for all RUN related aspects of the service ( Incident Management, Problem Management,Capacity Management, SW patching etc.)
Maintain service productionand pre-production environments and systems
Drive ServiceImprovement Plans to continuously improve service performance
Conductdetailed analysis of all defined systems-specifications and validate solutionsbeing delivered by projects
Performcapacity planning, monitoring andsystems tuning to ensure service availability and performance
Assessimplementation options and recommend appropriate processes to clients
Ensureadherence to testing and installation procedures and resolve deviations
Followquality standards and policies
Interact withmembers of the IT community and business to address both run and build / projecttopics
Good understanding of IT infrastructure (HW, network, OS, DB, middleware)
Very goodcommunication skills
Very good analytical skills and structuredapproach
Organizationalskills, experience with matrix management
Ability to workindependently, self-motivation and self-confidence
Fluent English (written and spoken)required