Saxon Global
Application Support ITIL/ ITSM/ Epic
Saxon Global, Woonsocket, Rhode Island, us, 02895
JOB DESCRIPTION:
Responsible For: (but not limited to)
Troubleshoot production issues in all tiers of application.Implement ITIL best practices, resulting in quicker more accurate service to the customers.Manage deliverables for critical applications by working with Business users and understand the IT/business SLA's.Troubleshoot Major Incidents, involving and engaging all necessary teams, create postmortems, and ensure closure of incident.Debugging and troubleshooting the application code with proper headers and payloads.Respond to user issues, working with the Development team or external support teams for the resolution.Perform ITIL Problem management process activities to remediate chronic problems.Contribute to and maintain support knowledge base.Monitor system for possible issues, performing system health checks as requiredWork closely with development & IT infrastructure teams to incorporate checklist and validate the steps as part of maintenance activityMonitor and support production applications and environmentsDocument and maintain installation and operations procedures.Participate in deployment and configuration management activities.Coach and manage teams as applicable.Research issues to ensure service level agreements are met, and research application, data, and database related issues.Collaborate with Dev/L3s on incidents/issue triages and release/change review meetings as well as identify enhancements for application platform stabilization.Participate in the 24x7 support coverage as needed and on-call rotation
Desirable/
Preferred: (but not limited to)Understanding of ITIL and ITSM frameworks.Understanding of the software delivery lifecycle.Understanding of Mirth and Epic systems.Knowledge about application and web systems is mandatory.Adept in the development of automated tools, systems, and services in multiple technology domains with excellent debugging and trouble shooting skills.Exposure to monitoring tool such as Splunk and System Pulse.Exposure to health care and Retail domain.Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.Strong business acumen, communication and presentation skills.Tools and Technology Skillset: (but not limited to)
Service Now Incident Management, Problem Management, Change Management and Knowledge Management.C#, .Net and Visual StudioASP.NetADO.NETEntity FrameworkWCF/Web ServicesWeb APISOAP and RESTMS SQL Server, LINQEpic and Clarity DBXML/XSLTSVNPuttySFTPWindows Servers/IISEducation & Preferred Qualifications(but not limited to)
Bachelor's degree in Computer Science & Engineering or in related field.6+ years of Production and Development support.5+ years of Client facing experience in Healthcare Domain.
Required Skills : application support in .Net environmentsPotential for remote, longtermBackground Check :YesDrug Screen :YesNotes :Selling points for candidate :Potential for remote, longtermProject Verification Info :Candidate must be your W2 Employee :YesExclusive to Apex :YesFace to face interview required :NoCandidate must be local :YesCandidate must be authorized to work without sponsorship :YesInterview times set :YesType of project :Master Job Title :Branch Code :
Responsible For: (but not limited to)
Troubleshoot production issues in all tiers of application.Implement ITIL best practices, resulting in quicker more accurate service to the customers.Manage deliverables for critical applications by working with Business users and understand the IT/business SLA's.Troubleshoot Major Incidents, involving and engaging all necessary teams, create postmortems, and ensure closure of incident.Debugging and troubleshooting the application code with proper headers and payloads.Respond to user issues, working with the Development team or external support teams for the resolution.Perform ITIL Problem management process activities to remediate chronic problems.Contribute to and maintain support knowledge base.Monitor system for possible issues, performing system health checks as requiredWork closely with development & IT infrastructure teams to incorporate checklist and validate the steps as part of maintenance activityMonitor and support production applications and environmentsDocument and maintain installation and operations procedures.Participate in deployment and configuration management activities.Coach and manage teams as applicable.Research issues to ensure service level agreements are met, and research application, data, and database related issues.Collaborate with Dev/L3s on incidents/issue triages and release/change review meetings as well as identify enhancements for application platform stabilization.Participate in the 24x7 support coverage as needed and on-call rotation
Desirable/
Preferred: (but not limited to)Understanding of ITIL and ITSM frameworks.Understanding of the software delivery lifecycle.Understanding of Mirth and Epic systems.Knowledge about application and web systems is mandatory.Adept in the development of automated tools, systems, and services in multiple technology domains with excellent debugging and trouble shooting skills.Exposure to monitoring tool such as Splunk and System Pulse.Exposure to health care and Retail domain.Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.Strong business acumen, communication and presentation skills.Tools and Technology Skillset: (but not limited to)
Service Now Incident Management, Problem Management, Change Management and Knowledge Management.C#, .Net and Visual StudioASP.NetADO.NETEntity FrameworkWCF/Web ServicesWeb APISOAP and RESTMS SQL Server, LINQEpic and Clarity DBXML/XSLTSVNPuttySFTPWindows Servers/IISEducation & Preferred Qualifications(but not limited to)
Bachelor's degree in Computer Science & Engineering or in related field.6+ years of Production and Development support.5+ years of Client facing experience in Healthcare Domain.
Required Skills : application support in .Net environmentsPotential for remote, longtermBackground Check :YesDrug Screen :YesNotes :Selling points for candidate :Potential for remote, longtermProject Verification Info :Candidate must be your W2 Employee :YesExclusive to Apex :YesFace to face interview required :NoCandidate must be local :YesCandidate must be authorized to work without sponsorship :YesInterview times set :YesType of project :Master Job Title :Branch Code :