Mô tả Công việc
JOB SUMMARY
In this role, you will play a crucial part in oversee and manage the application support team and ensure the smooth operation of critical business applications.
JOB DUTIES
Analysis and Solution Definition
Become a subject matter expert in select IT Products the IT department offers to the business and to consumers
Be the point of contact in Vietnam for new products and large enhancement requests and work with the business and IT teams to understand the business case and cost of implementation to aid in the decision-making of Lead
Product OwnerEnsure that the development team is given the most valuable work available every sprint and drive delivery as needed
Own the development and maintenance of the roadmap of the IT Products
Prepare and groom user stories and acceptance criteria for development teams based on discussion and negotiation with the business
Team Leadership and Management
Lead, mentor, and motivate a team of application support analysts, providing guidance, performance feedback, and professional development opportunities.
Define and allocate team resources effectively to achieve departmental goals and service level agreements (SLAs).
Conduct regular team meetings, and one-on-one coaching sessions.
Foster a collaborative and positive team environment conducive to high performance.
Operation Support
Ensure timely and effective resolution of application incidents, service requests, and problems.
Manage the incident, problem, and change management processes related to applications.
Monitor application performance and availability, proactively identifying and resolving potential issues.
Develop and maintain comprehensive application documentation, knowledge base articles, and troubleshooting guides.
Implement and enforce standard operating procedures (SOPs) for application support.
Monitor and evaluate testing quality to ensure delivery quality
Ensure adherence to ITIL best practices and relevant industry standards.
Quality Assurance and Testing
Work with
developers to ensure their solution design can satisfy user stories and acceptance criteria
Ensure acceptance criteria and any other test conditions are met before concluding a story is complete
Ensure that clear testing plans have been documented and executed before releasing software
Work with the development team to ensure automated testing is baked into the solution
Identify and document system deficiencies and recommended solutions
Stakeholder Engagement
Collaborate with other IT teams (e.g., development, infrastructure, security) to ensure seamless integration and support of applications.
Communicate effectively with business stakeholders about application status, incidents, and planned maintenance.
Manage escalation paths and ensure timely communication of critical issues to relevant stakeholders.
Disaster Recovery & Business Continuity and Documentation
Participate in the development and maintenance of disaster recovery and business continuity plans for critical applications.
Assist with testing and validation of recovery procedures.
Ensure compliance with organizational policies, security standards, and regulatory requirements.
Maintain comprehensive documentation, including application configurations, incident logs, and support procedures.
