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Job Location: Gurugram
Job Detail:
- Provide 2nd level support for systems production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long-term software solution with business analyst and development team.
- Develop and maintain effective working relationships with business customers to maintain business expertise and alignment.
- Clear understanding of software development lifecycle methodologies and documentation standards
- Provide functional and business expertise for IT projects and business systems support
- Monitor (ServiceNow) trouble management system to ensure all reported production issues are addressed according to published service level agreement
- Prioritization of production issues and coordination of standard business initiatives.
- Provide system expertise to IT training team in support of new employee training and ongoing system training needs
- Maintain ongoing communication with Service Desk, end-users, business analysts, QA team, development team on IT systems and issues.
- Work with Development & IT Infrastructure team to debug performance problems
- Participate in technical design reviews to ensure user requirements are met by QA testing
- Provide operational support for vendor and in-house business applications.
- Coordinate Review and respond to system audit alerts in a timely manner.
- Maintain up-to-date documentation and procedures that define the operability of the application and system administration.
- Monitor severs for performance and service interruption.
- Maintain configuration of multiple environments and support the implementation of application patches and releases.
- Perform configuration management for implementation of new system functionality into production.
- Provide and coordinate support for the QA environment and the QA team
- Participate in cross-functional teams to address business or systems issues.
- Support Infrastructure and Application enhancements.
- Support New Network Launches and Rebrands configuration.
- Provide yearly upfront support including after hours and weekend support as needed.
- Develop and execute IT test plans and coordinate IT testing and UAT activities as needed.
- Participate in the design process to ensure that business requirements are being satisfied
- Ensure compliance with Discovery s Software Development Lifecycle documentation and mandated compliance requirements with the application change management process.
- Ensure that scheduled jobs (e.g., SSIS packages, cron jobs) complete successfully and escalate to the lead when needed in the case of complex discrepancies
- Ability to write, modify, and execute basic SQL queries for Oracle and SQL Server databases.
- Assimilate system knowledge and application functional logic through the review of system specs, and requirements documentation.
- Communicate issue status to internal and external stakeholders, including senior leadership
- Perform prescribed tasks to maintain compliance with all ITIL, SDLC, SOX, and Internal Audit requirements for all application changes
- Perform other relevant duties as assigned
Requirements
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- Bachelors degree in Information Systems, Computer Science, or related field from an accredited university.
- ITIL certified preferred
- 5 – 7 years of Application Support experience.
- Broadcast/Media Industry experience preferred.
- Good working knowledge of BTS or any other Ad Sales application preferred.
- Fluent English. Good communication (written and verbal) and good customer service skills.
- Ability to work across multi-cultural virtual teams.
- Ability to multitask and ensure that overall priorities are being met.
- Quick Learner. Ability to read, interpret, and utilize technical software documentation for trouble ticket solution execution.
- Strong organizational and problem-solving skills
- Strong analytical skills. Detail oriented and able to complete duties with a high level of accuracy.
- Knowledge of with MS Office & Google Suit products
- Understanding of Infrastructure technologies, SQL database, system design and architecture.
- Legal right to work in India.
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