Purpose & Objectives of the Role
My client urgently requires a support/developer to deliver high quality support & develop solutions. The successful candidate must have a proven track record of issue & problem solving and development. They will be enthusiastic and pro-active, with the drive and commitment to work effectively in a challenging environment.
You will have 3 years' support/development experience, including experience in object oriented design & development skills gained in a .Net and Web Services environment, as well as having experience covering all aspects of the development life cycle. Experience of Oracle and SQL Server database design and development would be an advantage.
Primary Duties & Responsibilities
The incumbent is responsible for the effective service delivery of professional customer service meeting the performance level agreed;
Provide second level support on incident.
Perform intermediate to complex incident tickets.
Perform complex change management activity.
Perform Operations & preventive service requests.
Perform Root Cause Analysis for all the incidents as per the account process.
Solution development and testing following the release process
Cross skilled to work on multiple technologies.
Update technical documentation / Standard Operating Procedure [SoP] for 1st line support.
Escalate or assign the incidents & requests needing next level support, not exceeding 5% in volume.
Identify areas of improvement as part of continuous improvement process.
Identify, simplify / standardise task that can be performed by 1st line support. Range 10% - 25% of task to be moved to 1st Line from 2nd/3rd Line team year on year.
Be instrumental in helping the team to have same level of knowledge needed to deliver consistent service.
Provide training to 1st Line team from time to time as necessary.
Timely & quality resolution of incident, request & change.
A minimum of 95% of incident, request & change are resolved within the team.
Create, Update documentation for both 2nd/3rd Line & 1st Line teams.
3 to 8 Years of relevant technology experience. Having SME knowledge on at least two technology areas will be added advantage.
A proven track record of delivering and supporting mission critical eBusiness applications and their integration with core transactional platforms and databases.
Experience of object oriented application development in a .Net Web Services SOA environment, using specifically
C# [.Net Framework v1.1 to v4.6 inclusive]
Visual Studio 2012/2015/2017
SQL Server 2005/2012/2016
T-SQL stored procedures
MVC 3.0 and 4.0
XML, W3C Schema, SOAP, and Web Services
Oracle 10g, PL/SQL, ODP.Net
Best practices and Design Patterns
Microsoft Enterprise Application Blocks
Solid database design experience/data modelling for SQL Server
ITIL Foundation Certification desirable.
Accreditation is desired.
Demonstrate eagerness to learn new technologies / tools within the tower required to support.
'Self Start' & self-development attitude
A good team player
Integrity and Trust
For more information on this exciting opportunity, please contact Lee Barham on 01372 748 444 / firstname.lastname@example.org