Application Support Engineer

Giift drives the largest and more progressive global loyalty marketplace. Giift innovative loyalty technology turns rewards programs into fungible currencies. Giift operates in more than 50 countries, with offices in New York, London, Singapore, Wuhan, Nairobi, Dubai, Jakarta, Mumbai, Colombo, Doha, and Dhaka.

Giift is looking to scale its engineering division globally, building on the commercial success of its leading-edge loyalty management platform. We are looking for an Application Support Specialist, to oversee operations of Application support and help in client satisfaction with resolving the issues first-hand within SLA.

 

The Application Support Engineer (IT Support) is responsible for overseeing the daily operations of application support team as well as participating as an active member of the team. This position will collaborate with the Technology team to deliver exceptional support to customers through JIRA, email and Teams chat. This team member will be expected to lead by example build reports, handle escalations, and help with ad hoc support, and training.

Departments: Technology
Job Type: Full Time
Countries/city: Singapore

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  • Oversee the day-to-day operations of the Application Support Team, including install and configure computer systems, diagnosing hardware and software faults and solves technical and applications problems, either over the phone or in person.
  • Deployment of application releases, record and track team SLAs and workflows, provide support where needed for both internal and external customers.
  • Manage and report on all incoming application support inquiries, clearly communicate escalated issues to L3 (Development team) while ensuring all details required to Fix are available.
  • Evaluate and analyze Support portal (Zen Desk and JIRA) case trends, implement any necessary preventive measures to prevent future issues, reduce customer faults and issues.
  • Work to create any relevant support material for the team, review all application support related processes and documentation for continuous improvement
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
  • 3+ years plus experience in Application Support role, familiar with AWS / AliCloud etc.
  • Excellent communicator, both oral and written
  • Strong problem analyzing, solving and communication skills
  • Knowledgeable in Software Development Life Cycle, able to work with cutting edge technology and assimilate information rapidly
  • Proven experience in managing a service and support focused team culture
  • Associates or bachelor’s degree in information technology or a related field preferred
  • Database configuration for MongoDB / My SQL, Dynamo DB, Redis
  • Experience with Git and DevOps
  • Windows / Linux Server Management
  • Network general knowledge: TCP/IP, load balancers, certificates, firewall

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