• Provide technical support to a large scale of products.

• Take ownership of the incident calls by providing acknowledgement, resolution and set expectations from the actual technical analysis.

• Log, investigate and track technical issues from clients.

• Closely monitor application events via web-based monitoring system.

• Be familiar with escalation procedures when working with responsible departments, depending on the severity of an incident.

• Adhere to incident management KPI's.

• Ensure risks or concerns are maintained accordingly that could influence the quality of the software delivery or support and that timeframes are communicated properly.

• Work closely with other teams to ensure effectivity of resolving incident calls, and effective communication with other teams.

• Deploy products' features and fixes to live environments whilst understanding the potential impacts on various systems.

• Document technical articles and problem resolution steps in company knowledge base system.

• Identify and develop ideas to enhance tools, process, training, techniques etc.

• Work diligently and responsibly on all live environments.

• Provide excellent services to both internal and external parties in a timely manner.

• Standby or On call is required for this job position

Skills, qualifications and experience

-Relevant Degree or post-secondary education (Ex. BSc IT / IS).

-Basic understanding of Network infrastructure, IT system monitoring tools and service management concepts.

-Microsoft Certified IT Professional (MCITP 2008) and/or Microsoft Certified Solutions Expert (MCSE 2012).

-Any modules or certification covering Microsoft SQL 2008 / 2012 / 2014.

-Experience with mobile app / API / IIS / MS SQL/PowerShell

-ITIL V3 certification would be a beneficial.