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.
Independently integrate technical knowledge and business understanding to create superior solutions for the company and for customers.
May lead or participate in a Change Advisory Board.
Becoming a trusted advisor to the customer. Provides training to end users on applications in area of responsibility. Understands and manages to contract scope.
Seen as a resource and may mentor less experienced team members within the team in one or more technical- / operational policies / standards or business areas.
Is a trusted advisor inside and outside the team / technology area.
Evaluates the impact of proposed changes on the capacity design and plan.
Education and Experience Required :
May have Master's degree in related field. Often holds entry-level certification(s) in work field.
Knowledge and Skills :
Typical skills include :
strong) understanding of applications technology in direct responsibility.
developing) understanding of other technology sub-areas.
strong) Customer Service General Project Management.
developing) Influencing Others.
developing) Customer / Vendor Management.
developing) Business Analysis.
developing) General Financial Management.