TSR Band 7

Technical Support Professional: AMS

As a Technical Support Professional: AMS, you will utilize your technical expertise to perform and manage production support tasks, ensuring seamless operations and resolving technical issues. Your role will involve working within the ITIL framework, collaborating with teams to deliver solutions, and escalating complex incidents or problems to higher-level support teams.

Your primary responsibilities will include:

• Manage Production Support Tasks:
  Perform and manage basic to moderate production support tasks, including incident, change, and problem management, to ensure smooth operations and minimize downtime.
• Monitor Production Processing:
  Continuously monitor production processing to identify potential issues and take proactive measures to prevent incidents or problems.
• Implement Incident Management:
  Manage incidents, changes, and problems, adhering to the ITIL framework and escalating to higher-level support teams when necessary.
• Apply Technical Expertise:
  Utilize your knowledge of database management, operating systems, and programming languages to resolve technical issues and provide support.
• Collaborate with Teams:
  Work with teams to deliver solutions, sharing knowledge and expertise to ensure effective issue resolution.
• Database Management Knowledge:
  Exposure to database management concepts, tools, and best practices to effectively manage and troubleshoot database-related issues.
• Operating Systems Familiarity:
  Experience working with various operating systems, including understanding their configuration, troubleshooting, and optimization.
• Programming Languages Understanding:
  Exposure to multiple programming languages, including syntax, data structures, and common libraries, to analyze and resolve technical issues.
• ITIL Framework Knowledge:
  Familiarity with the ITIL framework, including incident, change, and problem management processes, to ensure alignment with industry best practices.
• Production Support
  
  Experience:
  
  Experience performing and managing basic to moderate production support tasks, including monitoring production processing and implementing incident management procedures.
• Advanced Database
  
  Skills:
  
  Exposure to advanced database management concepts, including data modeling, database design, and performance tuning, to effectively manage and troubleshoot complex database-related issues.
• Multiple Programming
  
  Languages:
  
  Experience working with multiple programming languages, including understanding their syntax, data structures, and common libraries, to analyze and resolve technical issues.
• ITIL Framework Expertise:
  Familiarity with the ITIL framework, including incident, change, and problem management processes, to ensure alignment with industry best practices and effective issue resolution.