Consultant - Application Management

votre profil

Incident Management
• Ensure all Incidents are resolved as per committed Timelines.
• Ensure that all Operations Benchmarks are met.
• Analyze, and achieve Targets (reduction in Incidents, Repeated Failures) related with Incidents.
• Ensure Improved Customer Ratings.
• Present Monthly Performance Reports and Target Enhanced Satisfaction from CPM’s /ITCSM’s
• Ensure Reports specific to Technology are shared as per expected timelines.
• Work with SDM to enable process and technical effectiveness and minimize top talkers.

Problem Management
Responsible to drive P1 Incident Reduction.
Ensure RCA’s/PIR’s are submitted as contracted with Customers.

Change Management
Attends CABs if there is a complex non-standard change impacting an application, a set of applications, a shared platform, or an infrastructure service is involved in Post Implementation Reviews.
Carries responsibility to ensure that Complex/Non-Standard Changes are completed within Specified Expected Timelines
Roll out Major/Minor Releases for the application
Organize Roll Out Plan for Installation on Weekends/as per the Change Approval.

Application Management
Need to have complete and indepth knowledge of application architecture and associated Platforms
Setup potential industrialization under application perimeter
Improvise functionality, efficiency and availability of applications in scope
Ensure reliability of Production Plans and knowledge of impacting interfaces
Maintain timely communication with customer support teams.
Ability to handle escalations and outages for applications and keep accountability to achieve resolution at the earliest

Customer Technical Documents
Update ICOG’s and SOP portal with the latest documents.
Properly updating Knowledge Base Articles and Procedure Documents.
Ensure accuracy and availability of Application ID Cards in the repository.
Maintain inventory and asset compilation where applicable.