Job Description

Technical Experience
Infrastructure
Application/ DevelopmentTech:
Oracle Database
Oracle Weblogic
Springboot
JavaAreas of responsibility may include but not limited to Service

• Service strategy.
• Service design.
• Service transition
• Service operation
• Continual service improvement

Incident and problem management

• Defining the process and RACI for ensuring proper response to incidents and problems.
• Providing the initial analysis for identifying the incident context and the three top areas potentially being the

root cause.

• Providing mitigation plan for completely mitigating or at least minimising the effect of the incident.
• Leading the analysis (including involving the correct people) for identifying the problem as well as root cause

areas.

• Overseeing the postmortem study of problems and guaranteeing an improvement by recommending

changes/improvements to the environment to ensure that the problem is resolved, or a relevant risk is found and
noted on the risk register.

• Configuration management architecture and content design
• It is expected that for each of the activities listed in the previous section the relevant artifacts will be created,

processes defined, RACI defined, relevant SLAs defined as well as measurements guiding the improvement
process put in place, etc.
Managing

• Assist in managing high severity incident on a specialist level.
• To ensure that regular pro-active measures are put into place.
• Managing and guiding staff to enable optimal service delivery.
• Management of escalated incidents and communication with related teams
• A strong commitment towards professional service delivery
• The ability to work in a high-pressure environment.

Customer service:

• Ensuring service delivery to the business through monitoring of SLAs
• Business expectations
• Perception - Uphold the Incident management image. Dazzling our customers
• Ensure team productivity and performance is in line with agreed standards.

Guidelines, standards, and Reference Examples:
Participate in internal forums such as Support Services Work Group and lead work streams, to contribute to the
methodology and standards. Ensure that knowledge acquired in the Release process is shared within the larger Support
community.Personal Attributes and Skills

• Tenacity
• Manage Ambiguity
• Cultivate Innovation
• Drives results.
• ITIL Process: Incident Problem and config management
• Solid understanding of systems development life cycle
• 8 to 10 years domain knowledge
• Business Continuity
• Stakeholder engagement
• Telephone etiquette
• Linux, PLSQL, Oracle, Network, Virtual services, Firewall, Storage skills
• Incident Trend analysis skills
• Stress Management
• Analytical thinking
• Customer service orientation, result orientation, negotiation skills.
• Personal organisation and time management skills.
• Ability to coach and train people.
• Learning orientation
• Excellent understanding

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