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Main Duties and Responsibilities:
- Investigate user problems and needs, identify their source, and determine possible solutions.
- Participates in the development, implementation, installation, and testing of applications software.
- Responsible for understanding the application including designing, building, and configuring the application. May be responsible for more than one application.
- Provides 3rd level application specific support once application is in production.
- Works closely with other teams and departments to make appropriate business and application integration decisions.
- Documentation of Application specific procedures and processes.
- Expected to be knowledgeable on product limitations and planned development efforts, be able to assist in development of proposed "work-arounds" for product limitations.
- Familiarity with and adheres to standard concepts, practices, and procedures, including quality control.
- Supports SDLC, Configuration, Change Request and Problem Management operations and guidelines.
- Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
- Ensures regular updates on open issues and facilitates communication to the Business.
Academic qualifications and experience required for job:
- Bachelor of Science in Information Technology
- Associate's degree in computer science or related field.
- Three (3) years' experience in the area of providing application level support and analysis
Functional Skills:
- Excellent communication skills
- Shell scripting
- Software programming skills
- Knowledge of UNIX and Linux
- Problem solving and analytical
- Client management
- Project Management
- Conflict Management
- Understanding of applications development environment, database, data management and infrastructure capabilities and constraints.
- Ability to analyze, translates, and defines business requirements into technical solutions.
- Business Process Knowledge of assigned area(s) and/or function(s).
- Ability to evaluate and interpret end user information requirements and to develop appropriate systems and/or applications solutions.
- Effective team leadership
- Coaching and Mentoring
- Prioritization and Delegation
Internal/External contacts:
- Internal: IT Business Support Manager, IT Director; IT Management team members and their direct reports and team, Internal Development groups, company CEO and senior management team members, Company project office; business stakeholder and user community of production applications.
Authority: (those task in which there is total control and autonomy in execution - e.g. approve vouchers, sign cheques, delegate task.) state limits where possible.
Senior Applications Engineer
Digicel
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 27/07/2015
- Audie Grant
Senior Applications Engineer
After 14 years of operation, Digicel Group Limited has over 13 million customers across its 32 markets in the Caribbean, Central America and Asia Pacific. The company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies Cricket Team and is also the title sponsor of the Caribbean Premier League. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti, Papua New Guinea and Trinidad & Tobago which focus on educational, cultural and social development programmes.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Jamaica, Martinique, Myanmar, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean.
Visit www.digicelgroup.com for more information.
We invite applications for a new Digicel Opportunity - Senior Applications Engineer
Primary objective of the job:
Oversee a team of application support engineers charged with the responsibility of maintaining and providing technical support for users of commercial "off-the-shelf" or in-house developed applications within Digicel across all SPIDs. Responsible for liaising with 3rd party vendors for support, patch management, upgrades or configuration change to these systems. Also responsible for ensuring that proper change management and system administration best practices are implemented and adhered to.
Oversee a team of application support engineers charged with the responsibility of maintaining and providing technical support for users of commercial "off-the-shelf" or in-house developed applications within Digicel across all SPIDs. Responsible for liaising with 3rd party vendors for support, patch management, upgrades or configuration change to these systems. Also responsible for ensuring that proper change management and system administration best practices are implemented and adhered to.
Number of persons managed/supervised and their positions:
- 3+ comprising Apps Support Engineers and Apps Support Analyst
- 3+ comprising Apps Support Engineers and Apps Support Analyst
Main Duties and Responsibilities:
- Investigate user problems and needs, identify their source, and determine possible solutions.
- Participates in the development, implementation, installation, and testing of applications software.
- Responsible for understanding the application including designing, building, and configuring the application. May be responsible for more than one application.
- Provides 3rd level application specific support once application is in production.
- Works closely with other teams and departments to make appropriate business and application integration decisions.
- Documentation of Application specific procedures and processes.
- Expected to be knowledgeable on product limitations and planned development efforts, be able to assist in development of proposed "work-arounds" for product limitations.
- Familiarity with and adheres to standard concepts, practices, and procedures, including quality control.
- Supports SDLC, Configuration, Change Request and Problem Management operations and guidelines.
- Maintain confidentiality with regard to the information being processed, stored or accessed by the network.
- Ensures regular updates on open issues and facilitates communication to the Business.
Academic qualifications and experience required for job:
- Bachelor of Science in Information Technology
- Associate's degree in computer science or related field.
- Three (3) years' experience in the area of providing application level support and analysis
Functional Skills:
- Excellent communication skills
- Shell scripting
- Software programming skills
- Knowledge of UNIX and Linux
- Problem solving and analytical
- Client management
- Project Management
- Conflict Management
- Understanding of applications development environment, database, data management and infrastructure capabilities and constraints.
- Ability to analyze, translates, and defines business requirements into technical solutions.
- Business Process Knowledge of assigned area(s) and/or function(s).
- Ability to evaluate and interpret end user information requirements and to develop appropriate systems and/or applications solutions.
- Effective team leadership
- Coaching and Mentoring
- Prioritization and Delegation
Internal/External contacts:
- Internal: IT Business Support Manager, IT Director; IT Management team members and their direct reports and team, Internal Development groups, company CEO and senior management team members, Company project office; business stakeholder and user community of production applications.
- External: Application vendors and 3rd party contractors contracted by the organization to support IT systems that involve or affect the business systems configurations and customers.
Authority: (those task in which there is total control and autonomy in execution - e.g. approve vouchers, sign cheques, delegate task.) state limits where possible.
- None
Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.
- Overtime
- On-call
- Abnormal hours
- Overtime
- On-call
- Abnormal hours
Key Performance Indicators:
- Operational Efficiency - Apply patches or make configuration changes to extract maximum value from supported applications.
- Operational Efficiency - Apply patches or make configuration changes to extract maximum value from supported applications.
- Competitive Advantage - Suggest configuration changes or modules that will allow Digicel to use supported applications in unorthodox ways to gain an edge on the competition.
- Customer Service - Resolves assigned tickets within the specified SLA. Identify mechanisms for reducing the occurrence of certain issues.
- Systems Availability-Maintain average systems availability across all platforms > 99%. The availability will be measured from the weekly availability report and excludes planned maintenance activities. Manage system performance and stability in ensuring high level and quality of service to the business.
In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.
Ref: JAM -SAE- 27/07/2015