RESPONSIBILITIES

Ensure the timeous and effective response to second line support queries & problems to resolve issues arising from the use of applications and escalate queries where the issue cannot be resolved.
Analyse trends in incidences reported & resolved to provide insights to developers and IT teams on areas of concern or repeated problems within applications or systems
Document the process applied and resolution used to resolve incidences to maintain a library of knowledge to be shared with support & IT teams .
Ensure incidents are resolved as per SLA agreement
Ensure Access and  Master data  to all applications are managed accurately .
Proactively review all environments to ensure the mitigation of risks .
Build a sustainable working relationship with customers to ensure good customer service .
Work with both internal and external teams to drive root cause resolution of incidents logged
Enhance and maintain applications that conform to user requirements and specified architectural design.
Solving technical problems
Conduct post implementation monitoring and support
Mentor junior support associates

QUALIFICATIONS

IT Diploma or Degree 
Excellent business knowledge in supply chain or retail environment & great with people
4+ years’ working experience with:
SQL Server
Logging and monitoring 
Data Analysis 
Microsoft Excel at an advanced level
Handling escalations from junior team members and guiding them appropriately 
Troubleshooting, applying fixes where appropriate and root cause analysis
Working with developers on addressing escalated fixes.