In close co-operation with project managers and Institution's technicians, specialized service desk for the running-in of the new versions of the information systems; second and third level support service desk in the context of Institution's information systems
Monitoring Institution's instances for information systems and ensures their operational status according to the agreed SLA and act accordingly in case of failure, proactive incident and/or escalation.
Writing/reviewing/updating technical documentation for information systems; updating training material and operations guides
Troubleshoot complex issues that may involve dealing with Java and PL/SQL code
Debug software code and in particular Java or PL/SQL applications
Troubleshoot complex installations of a multi-node piece of software
Giving feedback to the development teams about the quality and stability of the information systems
Providing remote technical support to internal and external end users
Provide support to parties outside the Institution in the installation of the software on a variety of platforms (Weblogic, Jboss/Wildfly, Oracle, PostgreSQL)
Following agreed procedures, respond to requests for assistance by providing information to enable users to resolve their problems.
Maintaining accurate records of all issues with resolution and contact details.
Installation and routine maintenance of above mentioned system
Make continual improvements to procedures and documentation.
Providing an effective interface between users and service providers supplying all necessary diagnostic information according to procedures
Ensuring technical queries not progressing are escalated
Proactively monitor the systems and resolve issue before affecting the end users
Application and database installation, configuration and management
Database monitoring and tuning
Monitoring of application usage and performance
Bachelor Degree in IT or related field with a minimum of 12 years of professional experience in IT, working as 2nd or 3rd line support.
Proven knowledge and experience in end user assistance and support of information systems is required
Good knowledge in debugging Java or PL-SQL applications
Good knowledge of X.509 certificates (TLS/SSL)
Knowledge of application servers (e.g Oracle Weblogic, Wildfly)
Experience with ITIL or similar methodologies
Good knowledge of DBMS administration
Good knowledge of ORACLE DBMS
Be solution oriented, trying to provide the best solution at the 2nd / 3rd level support