Incident Management Engineer
Micro Focus
San Jose, Costa Rica
hace 4 días

Job Description :

Undertakes the service management activities and minor enhancement involved in the ongoing delivery of Application Management.

Provides application lifecycle technical expertise for the support, monitoring, troubleshooting, change and enhancement of packaged (e.

g. SAP, Oracle) or custom applications (e.g. Java, .NET and Mainframe) in accordance with contractual terms and conditions and established technical standards such as CMMI and ISO.

Provides technical input, and delivery model solutions / recommendations to Application Management Services deal pursuit.

Engages in and provides support for transition / transformation efforts. Undertakes the full range of Service Management functions required to ensure service delivery compliance to budget, quality standards and committed service levels on an on-going basis following operational policies and processes that are compliant with industry standards, such as ISO, and best practices such as Information Technology Infrastructure Library (ITIL).

Manages the technical / service relationships : between the company and the customer, between the company and subcontractors / vendors, or among various company internal organizations.

Works with the key customers, and / or internal businesses / end-user representatives (e.g., Account Executive and the Account Delivery Manager) to retain customers and build the business.

The company Application Management employees are supported by Service Desk function when they work directly with application end-users on application incidents.

Provides input to and / or manages service improvement programs regarding customer satisfaction and service delivery. Employees using this job family should be working in Applications Management not ITO or hardware support.

Key responsibilities :

  • Diagnosis and repair of incidents within the Digital Safe environment
  • Communication to the client and to internal teams in relation to incident ticket first response and updates in line with internal targets
  • Managing information by ensuring ticket notes are kept up to date and are complete
  • Planning & organizing changes within the Digital Safe environment
  • Monitoring & reporting of incidents relating to the Digital Safe environment, particularly in relation to hand over as part of a follow the sun support organization and critical situation management
  • Creating & developing automated diagnosis and configuration tools
  • Participating in the culture of continual service improvement within the Digital Safe operations team
  • Knowledge & skills in any of the following are an advantage :

  • Linux certifications, LPIC or equivalent
  • Supporting Java-based applications
  • Xen, KVM or other virtualization technologies
  • Database querying / administration
  • Windows server administration
  • Creating and maintaining scripts in PERL and bash
  • strong) understanding of applications technology indirect responsibility.

  • ITIL Intermediate level Certified.
  • Knowledge of ISO20000.
  • developing) understanding of other technology sub-areas.

  • General understanding of related technologies.
  • strong) Customer Service General Project Management.

    developing) Influencing Others.

    developing) Customer / Vendor Management.

    developing) Business Analysis.

    developing) General Financial Management.

  • Strong communication skills; good presentation skills.
  • Client-facing interpersonal skills. Able to lead Applications Management delivery.
  • Education and Experience Required :

  • Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
  • May have a Master's degree in the related fields. Often holds entry-level certification(s) in the work field.

  • May hold intermediate-level certification(s) in the work field. Typically 5+ years of relevant experience.
  • Supporting Linux based systems
  • Supporting customers by phone and through a ticketing system
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