MehnaTi

Associate Applications Support Engineer

The Associate Applications Support Engineer is responsible for the providing support and ensuring the maintenance of specific software applications, which may be built in-house or third-party software. He/She should have a deep understanding of the application’s functionality and backend. He is responsible for providing the support to the application development, transition, and testing teams, resolve and document any issues with the application. He works in a team setting and is proficient in applications development and monitoring tools and techniques required by the organization. He is also familiar with the relevant software platforms on which the solutions are deployed. The Associate Applications Support Engineer applies critical thinking skills to identify and solve problems. He is passionate about analyzing and resolving problems, and addressing technical challenges. He also possesses strong interpersonal skills.

Skills and Competencies

Technical Skills & Competencies

Applications Support and Enhancement
Proficiency Level
"Perform routine installation and maintenance of applications, and collate performance statistics and user feedback on an application"
1
"Install, maintain and troubleshoot commonlyencountered problems in applications and respond to simple change requests"
2
Business Needs Analysis
Proficiency Level
"Document business requirements and identify basic needs as well as potential solutions"
2
Configuration Tracking
Proficiency Level
"Label, track and document all configuration items and changes to software projects using standard tools and templates "
1
"Verify accuracy, completeness and currency of information in configuration logs and review unauthorized changes, diversions or inappropriate use of software assets "
2
Customer Experience Management
Proficiency Level
"Recognise customer profiles and preferences, and execute the customer engagement strategy, creating a positive customer experience through day to day interactions "
2
Cyber and Data Breach Incident Management
Proficiency Level
"Provide real-time incident and status reporting, and identify affected systems and user groups "
2

Generic Skills & Competencies

Communication
Proficiency Level
"Communicate information with others to respond to general inquiries and to obtain specific information. "
Basic
Interpersonal Skills
Proficiency Level
Recognize own internal feelings and emotional states to manage interpersonal relationships in social situations.
Basic
Problem Solving
Proficiency Level
Identify easily perceivable problems and follow given guidelines and procedures to solve the problems.
Basic
Service Orientation
Proficiency Level
Exceed customer needs and expectations and handle service challenges with a positive mindset. Demonstrate an understanding of the organisation’s service vision, mission and values.
Basic
Teamwork
Proficiency Level
Contribute to a positive and cooperative working environment by fulfilling own responsibilities and providing support to co-workers to achieve team goals.
Basic

Critical Work Functions and Key Tasks

Provide software support

• Perform operational software configuration management 
• Install and update Commercial Off-the-Shelf (COTS) and other software technologies to maintain currency 
• Diagnose and respond to reported software defects, anomalies, and operational incidents and events 
• Implement software retirement procedures 
• Collect and analyze operational data 

Manage software maintenance

• Assist in implementing software maintenance processes and plans 
• Identify, obtain and maintain software baseline artefacts 
• Implement corrective, adaptive and perfective changes to software 
• Perform preventative maintenance and software re-engineering activities 
• Assists in monitoring and analyzing software maintenance activities

Oversee software transition

• Identify software constraints 
• Assists in the development of software transition and operational documentation 
• Assists in the development of training material for operational support personnel 
• Assists in preparation of training materials relating to software support 
• Assists in software diagnostics and real-time debugging/trouble shooting

Maintain software and platform solutions

• Conduct maintenance and update of existing software and platform according to plan 
• Support monitoring of compliance to security measures 
• Solve routine problems 
• Monitor performance and analyse usage reports 
• Document technical architecture, code changes, issue resolutions and procedures 

Oversee service level agreements and service improvements

• Assist in developing service-level objectives and targets 
• Maintain log of service level performance metrics 
• Suggest improvements for procedures and controls to enhance performance and client satisfaction 
• Identify recurring incidents and potential issues for senior management

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