TSR Band 6

Technical Support Professional: AMS

As a Technical Support Professional: AMS, you will utilize your technical expertise to perform and manage production support tasks. This role requires a solid understanding of database management, various operating systems, and multiple programming languages, aligned with the ITIL framework.

Your primary responsibilities will include:

• Incident Management: Perform and manage basic to moderate production support tasks, including incident management, escalating to higher levels when necessary.
• Problem Management: Identify and resolve problems, utilizing knowledge of the application, its functionality, and underlying technology to provide effective solutions.
• Change Management: Implement and manage changes to production processing, ensuring minimal disruption to services.
• Monitoring Production Processing: Continuously monitor production processing to identify potential issues and take proactive measures to prevent incidents.
• ITIL Framework Adherence: Ensure all support tasks are performed in accordance with the ITIL framework, maintaining high-quality standards and best practices.
• Database Management Knowledge: Exposure to database management concepts, including data modeling, normalization, and querying.
• Operating System Familiarity: Experience working with various operating systems, including installation, configuration, and troubleshooting.
• Programming Language Skills: Exposure to multiple programming languages, including syntax, data types, and control structures.
• ITIL Framework Understanding: Familiarity with the ITIL framework, including incident, problem, and change management processes.
• Production Support Experience: Experience performing and managing basic to moderate production support tasks, including monitoring production processing and escalating issues when necessary.
• Advanced Database Skills: Exposure to advanced database management concepts, including data warehousing, ETL processes, and database performance tuning, would be beneficial in this role.
• Scripting Language Knowledge: Experience working with scripting languages, such as Python or Power Shell, to automate tasks and improve efficiency, would be an asset.
• Cloud Platform Familiarity: Familiarity with cloud platforms, including deployment, scaling, and security, would be advantageous in managing production support tasks.