L1 Application Support (Java)

1-3 Years

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Early Applicant

Job Description

Fully understands the processes and architecture of the campaigns end-to-end flow
Monitors, updates, resolves and executes the Incident Tickets and Service Requests assigned
Perform configuration / code fix and changes related to the infrastructure and platform required to resolve an incident and fix a problem record.
Escalation of any foreseen risks or delays, provision of the recommended resolution, and impact assessment
Contribute in the preparation of issue resolution progress report and/or update CLIENT counterparts (or as needed)
Contribute in the preparation of daily/weekly/monthly campaign-related reports (e.g. campaign trend, operations dashboard, etc)
Identify improvements in the delivery process and possible recalibration of service levels (if needed)
Participate in the technical assessment of new campaigns, and proactively raise questions and gaps on operational impact and requirements
Review and ensure that the campaign's Policy and Procedure Manual (PPM) contains all the procedures required for support monitoring and resolution
Has experienced working in a support group/team providing level 1 type of support with on-call responsibilities
Ensure that activity progress and completion are aligned with the SLA and target timelines
Has knowledge in Incident Management, Request Management and Change Management
Knowledge with ticketing tools (i.e Remedy, Service Now)

Qualifications: