Application Support Engineer at KNN Corporate Services Limited

Job Brief

• Daily maintenance of an organization’s IT Systems and Services. The job description entails managing and coordinating information technology operations to ensure delivery of timely and effective IT services.
• Investigation and analysis of user problems and application bugs and subsequent problem resolution and technical testing of patches.
• Working with the Engineering and delivery teams to ensure Quality and effective implementation of projects and changes maintaining maximum uptime of production services.

Job Description

• Assist in developing maintenance plans per application and carry out the maintenance of applications, re-configuring, building and testing. components in accordance with OLAs and SLAs.
• Code applications in accordance with good security coding practices to ensure the application is free of most common coding vulnerabilities.
• Create and execute/coordinate technical test plans for application change, new deployment and upgrades.
• Participate in transitions of the application or technical architecture components to the testers.
• Fix any defects and performance problems discovered in testing.
• Continuous monitoring of Service Performance to ensure maximum service availability.
• Effective management of changes to minimize service disruption and maximize service availability and quality.
• Effectively work with other dependent teams such as Vendors, Service Management, Security team, Delivery and Engineering team, other Operations teams.
• Provide information timely for Audits and Security requests and ensure any gaps raised are closed.
• Effective access controls to supported systems.
• Broad knowledge of the business processes within the Telecommunications sector.
• Specialized knowledge of IT support procedures, application construction, hardware technologies, systems integration and development techniques.
• Regular Stakeholder Engagement to understand business drivers and ensure system availability and performance to support the business.
• Ensure Incident and Problem resolution within SLAs.
• Work with other developers, designers, and architects to make sure that the
• configuration and custom components meet application requirements and
• performance goals.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Foster active collaboration and relationships with employees across all levels and divisions in line with the Company’s Vital Behaviours and values.
• Automate business and system processes to improve productivity and efficiency.
• Analytics/Problem solving
• Incident and Problem Management
• Application Developer
• Creativities (improvement/innovation inherent)
• Automate application interfaces and manual activities.
• Explore scheduling techniques and tools to overcome application dependencies.
• Analyze incidents to identify hot spots or underpinning problems – implement solution.

Requirements and Qualifications

• First Degree in Computer Science or any related discipline
• UNIX shell scripting.
• Application Developer.
• PL/SQL and RDBMS knowledge.
• Fluent in English.
• 2 - 3 years of experience in IT Development or IT Operations.
• Experience working in a medium or large organization.
• Working knowledge of Project management principles, Agile principles and general technical management.
• Broad knowledge base of application development using an array of application development tools.
• Service Monitoring
• Application development lifecycles
• User Requirements analysis standards and methods
• DEVOPS Practices and Tools
• Managing Cloud Services and Licenses

Required Trainings:

• Functional Skills Development
• Systems Design & Integration
• Software Development
• ITIL foundation certification
• DEVOPS
• IT Security Principles and
• Controls
• Leadership Skills Development
• Employee Effectiveness (L1)
• Telecoms A-Z
• Customer Experience (Basics)
• Self-Management
• Training:
• Formal training in software development principles, technology architecture and systems integration.
• Specific training on application development tools and programming language.

Skills and Competencies:

• Business Analysis
• Business Process Improvement
• Customer Satisfaction
• Measurement
• Planning and Organising
• Performance Improvement
• Project Delivery
• Software Development
• Systems Analysis
• Systems Design & Integration
• Systems Testing
• Quality Assurance
• Relationship Management
• Change Management
• Incident Management
• Problem Management