Jr. Application Support

Jr. Application Support

TELUS International Philippines Inc
Metro Manila / NCR
1 - 3 Years
Not Specified

Job Description

Work location: Ortigas
Work schedule: Shifting/Rotating, 24/7 on-call support


Responsibilities:

  • Provide Tier2 operational support for a range of critical applications
  • Perform problem identification and analysis to resolve incidents quickly and effectively. Investigates and coordinates successful resolution and closure of incidents.
  • Assists with root cause analysis of major incidents
  • Respond to escalations received from any team on application issues and problems. Resolution expected within the contracted Service Levels for all client supported apps.
  • Liaise with other support groups to ensure problems are resolved within SLA
  • Interact with various internal/external IT support groups under Development and Operations to troubleshoot complex problems
  • Identifies recurring technical issues and provides feedback to come up with a permanent fix
  • Participates in various Team and Project meetings. Expected to receive, understand and execute on assigned tasks.
  • Required to readily learn new skills and consider new ways to address and resolve problems.
  • Required to plan appropriate execution of own tasks so that time is effectively used and progress can be monitored.
  • Assist with the creation and maintenance of client specific documentation in support of a standard operating environment. Contribute to the ongoing improvement of Application Support initiatives.
Qualifications:

  • Must have at least 1 year of work experience in application support and incident management.
  • Good english communication skills
  • Has good analytical and decision making skills
  • SQL - preferably Oracle, Unix platforms, Microsoft Office
  • Experience/knowledge in the following is a plus:
  • BMC Remedy
  • HTML
  • AMDOCS
  • Change Management (ITIL) concepts

A pioneer in the global call center outsourcing and IT development industry, TELUS International Philippines is backed by a multi-national, multi-billion dollar Canadian telecommunications giant. TELUS International delivers extraordinary customer service and value to the world’s most sophisticated clients.

We provide a full range of cost-effective, high-quality call center outsourcing services and IT solutions for customer care, sales, technical support, market research, back-office support, IT development and business process outsourcing. Our clients include companies in the telecommunications, financial services, computer electronics, gaming, energy and utilities industries.

Our people are dynamic, think on their feet, and can quickly and effectively resolve customer inquiries. All of which underpins our commitment to clients: superior service quality and cost-effective delivery of call center and IT outsourcing solutions.

The TELUS International Philippines team work together to deliver future friendly services, and the TELUS values guide the way:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate

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