To accurately record, progress and resolve internal and customer related issues.
To liaise within the support structure and other resolving groups to achieve prompt and accurate resolutions of application issues.
To participate in continuous improvement of the delivered service.
To work as part of a team supporting company systems and applications on various operating systems as well as a large number of database platforms.
To provide support across a variety of shifts and patterns, including support activities in evening, night, and weekend shifts.
Provide excellent customer support for the Company Systems suite of applications running on a variety of operating systems
Investigate, diagnose and resolve issues involving MYSQL Server and AURORA SQL on AWS.
Progress and resolve installationDeployment, configuration and performance issues with application servers.
Work closely with internal and external resolver groups, to provide a seamless and excellent support experience to customers.
Commitment and ability to continuously self-improve and develop through participation in internal training programs, study training , and online-training courses.
Handles problem isolation and issue resolution for minor to medium complexity applications
Carries out agreed maintenance tasks
Work closely with other teams such as developers and technical engineers for the resolution ofidentified issues.
Monitors application performance, obtain performance statistics and alert teams to make recommendations for improvement
Assists in the handling of complex application systems in production.
Role Specific Technical Competencies
3-5 years operational support/development experience in Java application or other related retail applications based on management of core merchandise information including product management, trading terms, purchasing, receiving, promotions, sales reporting and ordering.
Intermediate knowledge and ability to perform functional analysis and investigation in retail applications.
Intermediate knowledge and ability to create SQL query using SQL tools (e.g. Toad, MYSQL Workbench).
Knowledgeable in tools such as SVN, Putty and FTP.
Knowledgeable and understands basic computer concepts in Windows.
Knowledgeable and understands basic computer concepts in UNIX/LINUX and Batch scripting.
Knowledgeable and understands Client-Server Architecture.
Knowledgeable and understands MYSQL and AuroraDB.
Knowledgeable in Stored Procedures & Functions is a plus.
Knowledgeable in Shell Scripting is a plus.
Ability to perform code level investigation in Java is a plus.
Ability to perform investigation on SQL queries slow performance issues is a plus.
Knowledgeable in AWS services is a plus.
Knowledgeable in kubernetes is a plus.