Vertical Solutions Support - CNTG

ENOC LUBRICANTS AND GREASE MANUFACTURING PLANT LLC

Job Title: Vertical Solutions Support

Business: Terminal

Job Purpose: Delivers second line support to end users in the organization and is responsible for solutions maintenance, modifications, performance, capacity, upgrades, and administering applications and solutions. Responsible for assisting in the design, delivery, and improvement of applications and systems.

Principal Accountabilities:

1. Should be able to work independently as well as in a team.
2. Must possess good analytical and problem-solving skills.
3. Should possess the ability to explain technical matters in non-technical terms to customers.
4. Should be able to effectively communicate (verbal or written) with customers, team members, and product vendors on matters related to all functional or technical areas.
5. Documents and maintains a knowledge database to share experience and knowledge with team members to enhance efficiency and reduce single-person dependence.
6. Coordinate work tasks with customers, team members, and product vendors to perform the tasks assigned efficiently in a timely manner.
7. Analyses business needs and conceptualizes solutions to meet and exceed customer expectations.
8. Available 24x7 to respond to business or IT operation team calls and attend on-site.
9. Should be customer-centric, achieve customer satisfaction, and maintain proper perspective in all activities.
10. To provide 2nd level application support.
11. To maintain a high degree of customer service for all support queries and adhere to service management principles.
12. To restore the normal service operation as quickly as possible.
13. To take ownership of assigned incidents and provide a resolution within the agreed service levels.
14. To update the customer via the service desk team on the progress of the call.

Additional Principal Accountabilities:

1. Maintain a log of any software problems detected and inform the delivery team.
2. Support users in the use of business applications by providing necessary training and advice.
3. To escalate calls hierarchically/functionally if the call cannot be resolved within the agreed service levels. Coordinates with Product principle to resolve reported incidents.
4. Identifies issues, tracks, reports, and resolves them in a timely manner.
5. Identifies and documents system deficiencies and recommends solutions.
6. Identifies patches to be applied to resolve incidents and coordinates with infrastructure, application support team, and users to apply the patch.

Experience & Education:

1. Degree: Minimum Bachelor’s degree in Computer Science, Engineering or equivalent.
2. Preferable professional certifications: Certification in products like MCSD etc.
3. Experience: 5+ years of Information Technology experience.
4. 2+ years of relevant working experience.
5. Working experience in multiple industries (e.g. Oil & Gas, Energy, Utilities, Retail, Government) is preferable.
6. Working experience of system development lifecycle methods and standards with hands-on experience in various methods (e.g. waterfall, iterative, agile, V Model).
7. Excellent knowledge in SCADA systems and operational technologies.