L3 Application Support - Cleo

Job Description:
? Experts on the Applications
? Deep analysis as expert Level 3
? Resolution process and communication to end user through mail, phone call and Ticket update
? Domain crisis management and ad hoc communication for high business impacts
? Continuous improvement : prevention of incident new occurrence through suggestion of code
corrections to the solution developers, Problem proposition and follow-up.
? Code and develop
? Design of procedures for Ticket resolution at levels L1 and L2
? Training of L1 & L2 teams
? Documentation maintenance
? Manage changes on Production
Job Qualification:
? Skills :
Customer oriented Good communication (written, oral)
Expert knowledge in computer science, applications, operating systems, software, file standards,
data transmission procedures and links inter-application.
Update his/her knowledge regularly.
? Technical skills :
Windows / UNIX (Mandatory) / Linux / Script languages / SQL (Mandatory)
Managed multiple high priority initiatives in a fast paced, highly technical environment
Experienced with any ticketing system
Other : Oracle 11g (Mandatory) / Linux Redhat 5.3 (Optional) / Windows 2008 R2 (basic) / ASP
(mandatory only for one people on the team) / Javascript/ GENIO RT (Mandatory) /SQL
developer (mandatory)
? ITIL certified : Request / Incident / Problem / Knowledge management / Change
JOB DESCRIPTION
? Language : English fluent / French notions