Application Rollout Engineer

Functieomschrijving

The Application Rollout Engineer provides project implementation services for products under the Group IT Portfolio of the company. He or she provides first and second line application support services for the Global Terminal Operating System(GTOS) application suite, working as part of a global team.
Application Rollout
1) Implementation, Rollout Management
• Design and implement an agreed implementation approach together with the Customer
• Prepare training materials and training environments, conduct “Train-the-Trainers” training.
• Perform hardware/software setup, installation and configuration to all applications related to GTOS
• Provide User Acceptance Testing and go-live support on-site
2) System Integration
• Assist customer IT development team on GTOS integration with local applications requirements, testing and implementation.
3) Business Analysis
• Gather, analyze and document user requirements
• Work with the GTOS product team to provide solutions to customers
4) Documentation
• Work with the GTOS product teams to ensure availability of up-to-date documentation on new changes and functionalities in GTOS applications as well as training material
• Prepare and handover all relevant project material to 1st & 2nd Line Support during rollout and post-implementation phase
Application Support
1) Application Support
• Handle 1st and 2nd line product support queries professionally, maintaining a high degree of customer service
• Register and troubleshoot all reported incidents and service requests
• Perform initial assessment on incident severity
• Monitor the ticketing system for reported incidents, service requests and escalations from Customers
• Be part of a global team duty-rostered to provide 24/7 application support
• Work with 3rd line support to resolve issues
• Ensure Service Level Agreements(SLA) Key Performance Indicators(KPIs) are met
• Perform timely and appropriate internal escalations to Support Team Lead and/or Account Manager for high severity incidents
• Define, implement, execute, monitor and adapt 1st and 2nd level application support processes to better support business needs
2) Service Management
• Act as a Single-Point of Contact for Business-As-Usual service management, with familiarity of the unique business processes and needs of the customer(s)
• Track and facilitate the resolution of tickets to ensure that KPIs established are met
• Provide solutions addressing issues reported by Customers
• Submits Incident and Root Cause Analysis(RCA) reports, working with Product Teams to identify and propose measures to prevent recurrences
• Maintain up-to-date access information of Customer’s site
• Guide Customers to raise Change Requests and Project Requests
• Holds monthly service meetings with the Customers to update on status (including timeline) of tickets raised, review priorities and service levels
• Submits quarterly report on SLA & tickets status to Customers
3) Professional Services
• Perform Software installations (upgrades, fixes)
• Perform changes in environment configuration and updating software configuration documentation
• Project implementation assistance (e.g. technical guidance, data migration)
4) Support Knowledge Base
• Contribute in documenting problems and solutions in the product knowledge base for efficient resolution and reference in the future
This role reports to the Product Rollout & Service Management Manager.

Uw profiel

Education: Master or bachelor degree in IT, Computer Sciences or other relevant fields
Experience:
• Min 6-8 years of working experience in IT
• Experience in system implementation
• Working experience with virtual teams and offshore development
• Knowledge of ITIL Service Operation and basic understanding of ITIL Service Transition and
• Continual Service Improvement
Languages: Strong command in both written and spoken English
Travel: Willing to travel frequently and work on-site
Technical Competencies:
• Strong familiarity with Help Desk and service management tools
• Broad knowledge of computer environments, including server, desktop, handhelds & vehicle mounted terminal
• Experience on RDBMS, Java, C#/.Net, LINUX, IBM iSeries
• Strong working experience with scripting with the ability to craft and execute complex SQLs
Business Skills:
• Strong customer relationship management skills
• Sound problem solving skills
• Effective communicator
• Ability to act independently
• Strong analytical and supervisory skills
• Ability to take pressure and work under tight schedules

Ons aanbod

The secret of our clients success lies within their culture. With a family of 3.900 colleagues they strongly believe they can only make it as one team. A team in which you can thrive and excel, be there for each other and together, help achieve the best possible result. Each one of them are serious experts, but at the same time they're a fun loving team.
As a strong port group they handle more than 80% of all containers that reach and leave Antwerp. Together they are part of an International Group, active in the most important harbors worldwide. Do you want to become part of this familiy too?


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