CLIENT:
A global digital agency delivering innovative digital and creative solutions with technology delivery centers in Switzerland and other countries.
JOB DESCRIPTION
• Provide metrics through weekly/monthly reports with the following information using a reporting tool defined by the client
• Perform application monitoring activities that covers the full business service
• Provide reports from JIRA to ensure the quality of resolved tickets (Close notes, Close code, etc.)
• Perform trend analysis
• Ticket resolution within SLA’s agreement defined per priority, for Level 2 support tickets
• In charge of the ticket management
• Responsible to build/maintain L2 support team documentation updated – Process changes, configuration documents, ticket resolution guidelines (Knowledge Articles)
• Responsible to build/maintain Knowledge articles and FAQ’s to be provided for L1 teams
• Maintain the testing coverage for support ongoing operations
• Receive knowledge transfers from new projects
• Review all documentation provided by new projects to acquire knowledge regarding new processes implemented
• Review all code changes made by new projects to acquire knowledge how the processes are being performed
• Review and approve pull-requests from new releases
• Review and approve pull-requests from L2 support team
• Perform application monitoring about new releases and incoming issues that can be introduced by new releases
• Coordinate with QA team to cover all test processes for incoming changes (by L2 support team or new projects)
• Build a weekly release package gathering all L2 support team code changes approved previously
• Monitoring the code coverage of all changes made by L2 support team
• Coordinate with IATA Release manager and maintain L2 support team sandbox (test environment) updated
• Review and approve documentation provided by new projects
• Responsible to keep all L2 support team documentation collected on L2 confluence space
JOB QUALIFICATION
Declarative
o Data modeling and management
o Security Settings
o Org setup
o Interface customization
o Business logic and process automation
o Reporting
o App deployment
o Sales and marketing
o Service and Support
o Monitoring
Programmatic
o Basic constructs in Apex
o Process automation and logic
o Lightning Component Framework
o Debugging and deployment
ACTIVE DATES
Urgent hiring!
