The Candidate will be responsible to ensure all the applications systems remain in good working order.
The Candidate is expected to take on support of new application systems when they become operational.
The Candidate shall respond to production emergencies in a timely manner based on Service Levels. This includes bringing up the server (in a crash) or system processes, fixing problems or finding workarounds.
The Candidate is expected to diligently perform routine checks and to escalate to the Project Manager should any anomaly be detected. The Candidate should show the initiative to alert and troubleshoot together with other system engineers, database administrator (DBA) and outsourced vendors.
The Candidate shall be committed to meet the Service Level Agreement (SLA) timelines.
The Candidate shall follow through every issue / problem to closure, and complete the necessary documentation as required.
The Candidate shall assist users and answer queries regarding the supported operational systems.
The Candidate is expected to interface with the helpdesk agents, end-users and external vendors during application support and problem resolution.
The Candidate may be expected to be on standby support on weekends / public holidays. In the event of scheduled downtime or during a crash, the Candidate is required to be in office during off-office-hours to support the systems.
Besides application support, the Candidate is also expected to make some code changes/ enhancements that arise from service requests. The Candidate shall follow the technical standards and update the necessary documentation.
The candidate shall report to the Project Manager in tracking and managing the project timelines and resources that he/she has been assigned to undertake.
The Candidate must be prepared to understudy and undertake the development of new applications and maintenance of any existing systems as assigned by the Project Manager.
The Candidate shall possess at least a Bachelor Degree in Information Technology (IT), Computer Engineering, Computer Science or equivalent.
The Candidate shall have at least THREE (3) years of working experience in the IT or Infocomm industry, with exposure to end-to-end software development lifecycle (SDLC), system analysis and design, application development and/or operational support.
The Candidate shall have at least THREE (3) years of relevant experience in database technologies and be able to write, optimize and execute complex SQL statements.
The Candidate shall have at least THREE (3) years of experience and be proficient in:
a) Requirements and impact analysis, including evaluating and recommending feasible technical implementations etc;
b) IT operational support, including incident management, defect tracking, root-cause analysis, source code version control, release management, deployment to Production etc; and
c) Project management support, including maintaining issue log and change control records, documenting operational procedures/guides, coordinating with users etc.
Zenith Infotech Group was started in 1997, primarily with the vision of offering state-of-the-art IT solutions to various organizations and thereby helping them increase their productivity and competitiveness. Our prime focus areas are:
IT Professional services involving contracting/placement of highly skilled professionals.
The Zenith Infotech Group comprises of Zenith Infotech (S) Pte Ltd in Singapore, Zenith Infotech Inc based in USA, Zenith Infotech Pty Ltd out of Australia, and Zenith Infotech Ltd in India.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases