Job Description

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JOB SUMMARY:

We have an exciting opportunity for a Service Delivery Analyst in our office in Bangkok, Thailand. This position performs support activities required to maintain a high level of availability and stability for one or more applications including incident/problem analysis and resolution, change deployment and certification, application performance, application operations management and development support.
This role is focused on learning to apply standards, developing an understanding of the business, and advancing personal professional growth through certifications and tailored goal setting
 

GENERAL DUTIES & RESPONSIBILITIES:

  • Provide technical support activities for a software production processing environment.
  • Install, maintain and support application/source code and/or its components and subsystems including third party software.
  • Detect, diagnose and report related problems.
  • Analyze and resolve incidents, problems or known errors related to failures in application and supporting software components.
  • Provide technical assistance to programming staff in the analysis of application software amends, performance and resource consumption.
  • Create and maintain complete documentation relative to the support of application software.
  • Provide twenty-four hour support for applications and supporting software.
  • Provide consultation to internal users with regard to software capabilities and use.
  • Follow escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
  • Use appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
  • Assist development teams in requirements definition, system design and delivery of projects.
  • Verify technical specifications for development projects.
  • Act as project liaison/Services Delivery advocate on projects.
  • Assist client support with development of internal and client directed communications related to incidents, problems or known errors.
  • Plan and support application specific disaster recovery activities including development and maintenance of documentation.
  • Conduct production support validations/certifications and accepts turnover from development.
  • Provide standardized operational reporting metrics to business as well as information technology management.
  • Monitor and maintain product availability, capacity and performance for products based on defined service level.
  • Provide support to the application security functionality and related administrative and audit services.
  • Participate in change management reviews, confirmation of changes implemented and validate associated documentation.
  • Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
  • Other related duties assigned as needed.

EDUCATIONAL REQUIREMENT:

  • Associate’s degree or Bachelor’s degree in Computer Science or Engineering or Information Technology or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • 3 years’ plus experience as a Service Desk Analyst or related discipline.
  • Communicate ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels.
  • Require a working knowledge of applications and utilities used by supported products.
  • Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems.
  • Ability to demonstrate interpersonal and teambuilding skills and manage conflict.
  • Ability to understand and apply concepts.
  • Ability to analyze and solve problems using learned techniques and tools including escalation practices.
  • Skilled use of Microsoft Office package and related software applications is required.
  • Team skills, including the ability to establish and maintain effective working relationships.
  • General business skills, industry knowledge, financial management and planning skills.
  • Strong analytical, statistical and problem solving skills.
  • Ability to ut

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