Applications Support Sr Manager

Job Description

Job Description:

The requirements and responsibilities for all aspects of Application Support for CISO CSEA Application (Qualys) Support, to include (but are not limited to) the following:

• Maintain and support applications and their operating environments within published SLOs and OLAs

• Respond to Incidents and problems (INCs) per defined standards (Process Control Manuals)

• Execute Changes (CHGs) per defined standards (Process Control Manuals)

• Ensure the guaranteed availability of applications for the users

• Support of offsite business recovery and technology disaster recovery testing

• Assist in ensuring technology management policies are adhered to; may provide technical solutions on application problems

• Recommend solutions that can impact overall outcome of application support.

Key Responsibilities:

• Systems and end-user Support: Supporting day-to-day issues that occur AppSec production systems. Analyzing issues, highlighting limitations and solving problems of a fast paced environment. The problems that manifest from Production Monitoring, User Queries, Ad-hoc Support, other Application Support and Problem Resolution.
• Dealing directly with end-users through User Requests and Queries.
• Be a part of global team to provide overnight/weekend support for the applications on a rotational basis.
• Specific daily responsibilities will include:
  • Responding to the user, business, and engineering inquiries via Teams
  • Responding all Support Emails
  • Addressing Incident Tickets raised to the group
  • Tracking all identified bugs in a suitable tracking tool
  • Executing reoccurring Support Tasks
  • Monitoring of application processes
  • Producing Ad-hoc Data Reports
  • Performing Data Analysis
  • Performing root cause analysis
  • Liaison with 2nd and 3rd level support/engineering teams as well as downstream technology teams
• Document solutions profile for support library/knowledge base
• Capacity Planning and Performance Monitoring for the production environment
• Managing releases and changes into the production environment

Knowledge/Experience:

• 4 or more years in an operational Support role
• Able to work as part of a team and alone.
• Flexible and adaptable with good communications skills.
• Good Analytical/Problem solving skills
• Level head, even demeanour.

Skills:

For those with Microsoft Team Foundation background:

• Windows, RHEL, and OSE experience
• Database experience in Oracle, MSSQLServer, and/or Postgres
• Experience with WebServices
• Office Applications – Excel, Word, Powerpoint, Confluence, Cognos, ServiceNow

Desirable:

• Vulnerability Scanning Experience
• CI/CD Pipeline and/or DevSecOps experience
• Experience with vendor SaaS systems

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