Undertakes the service management activities and minor enhancement involved in the ongoing delivery of Application Management .
Provides application lifecycle technical expertise for the support, monitoring, troubleshooting, change and enhancement of packaged (e.
g. SAP, Oracle) or custom applications (e.g. Java, .NET and Mainframe) in accordance with contractual terms and conditions and established technical standards such as CMMI and ISO.
Provides technical input, and delivery model solutions / recommendations to Application Management Services deal pursuit.
Engages in and provides support for transition / transformation efforts. Undertakes the full range of Service Management functions required to ensure service delivery compliance to budget, quality standards and committed service levels on an on-
going basis following operational policies and processes that are compliant with industry standards, such as ISO, and best practices such as Information Technology Infrastructure Library (ITIL).
Manages the technical / service relationships : between the company and the customer, between the company and subcontractors / vendors, or among various company internal organizations.
Works with the key customers, and / or internal businesses / end user representatives (e.g., Account Executive and the Account Delivery Manager) to retain customers and build the business.
The company Application Management employees are supported by Service Desk function when they work directly with application end-
users on application incidents. Provides input to and / or manages service improvement programs regarding customer satisfaction and service delivery.
Employees using this job family should be working in Applications Management not ITO or hardware support.
Integrate technical knowledge and business understanding to create superior solutions for the company and for customers.
Mentor / consult with team members, other organizations, customers, and vendors on complex issues.
Lead or participate in a Change Advisory Board or Technical Advisory Board.
Provide feedback to create new company solution sets. The solutions include new service delivery models and quality management frameworks for new service / customers.
Provide review / advice to projects inside / outside responsibility areas.
Becoming a trusted advisor to the customers and / or internal businesses / end users. Develop and deliver training to groups of end users and client managers on additional capabilities in existing apps or new apps.
Work with customer user base to maximize the use of applications to solve business problems. Develop and grow assigned customers and / or internal businesses / end users account relationships.
Trusted advisor inside technology / operational policies / standards area and recognized outside team / technology / operational policies / standards area.
Evaluates the impact of proposed changes on the capacity design and plan.
Facilitate all recovery processes. Define and develop business Continuity Plans. Contract for services.
Education and Experience Required :
Knowledge and Skills : Typical skills include :
Typical skills include :