Beschreibung
Role Supporter (L2)Service Line AMS
Tasks "· Take ownership of issues regarding assigned CIs and drive issue to competion by doing end to end tracking
· Analysis, processing and documentation of incoming Incidents and Service Requests in line with agreed SLAs and according to best practices on incident, change and problem management
· Coordinating with Developers for releases and hotfix related activities
· Creation and continuous updating of documentation
· Maintain ticket quality in terms of documentation details like incident analysis, solution, stakeholder communication etc.
. Candidate should also be willing to support third party maintanace activites even on weekends as well and early hours
· Providing regular feedback to manager, customers and process owners
· Monitoring applications in regards to availability and capacity requirements
· Providing root cause analysis on problem tickets for high priority incidents
. Participating in Continous Improvements "
Requested Technical Skills "SQL, PL/SQL,Unix Shell Scripting,Middleware Apache Tomcat (P-1 Must), Programming Languages : COBOL, JCL
Back End Tool : IBM DB2, IMS DB
Operating Systems : Z/OS
OLTP : CICS
Access Method : VSAM, Non-VSAM
Utilities : TSO/ISPF, SPUFI, BETA92,
PL/SQL,SQL
Unix Shell Scripting,
JAVA"
"Java/J2EE Basics, Knowledge of CITRIX, Windows server Administration (Required to monitor logs and understand the exceptions),
"
Experience Ideally Needed L2 Application Support Experienced
"· Minimum of 3 years’ work experience in L2 application support (AMS)
· Familiarity with ticketing tools (e.g. HPSC2)
· Knowledge of ITIL process for processing of incident, service request, change and problem tickets, ideally you own a certificate
· Some experience in the automotive industry will be preferred
· Ideally experienced in working with teams spread around the globe (like On & Offshore)
· FOR OFFSHORE ONLY: Working in shifts to deliver 6x16 support coverage is mandatory
· Motivated, high quality awareness and customer orientated working habits"
Certifications Technical (in the above mentionned areas) and/or ITIL would be good but not mandatory
Language Skills English (Fluent in written and oral)
Germany (Proficient in written and oral) - (German must for Onshore, Wish for offshore)
Extra Skills Good communication skills with clients gather information and solving issues
Good Documentation skills
German speaker