Job Profile
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Monitor the flow of all Functional Support incidents, requests or queries addressed to the Global Support Team in the production system.
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Track all alert emails and take required action
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Follow defined process flow for all cases
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Handle Code Registration Requests from Users.
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Handle Data Provision task.
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Do Primary analysis for responding to user queries
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Provide root cause analysis on reported problems and suggest solutions wherever possible
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Contact MOL Users, Development teams and others directly when a problem is identified or needs more information.
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Coordinate with Development & System Support teams as required
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Track Releases/Data Patches and Coordinate Release Management process with stakeholders.
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Send Announcement mail to Users about Application Usage Restriction during system Update/Maintenance/Program Release
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Update daily log sheets and ensure proper shift hand-over
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Document standard procedures
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Provide support during UAT and Training
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Ensure task timelines are met consistently and the process standards are followed.
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Gain knowledge of the International Shipping Industry business.
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Become familiar and remain up-to-date with the MOL-IT software applications, standards and guidelines and perform all tasks accordingly.
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To complete all related tasks commensurating the position that may be assigned by the superiors from time to time
Preferred Skill Set
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Minimum 3+ years into Application Support
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Bachelor’s degree in information technology, computer science, or related field
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Verifiable experience in Functional Application Support.
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Preferred to have good exposure in SQL
