Organization: Application Outsourcing
Job Title: Aplication Technical Support Specialist
Location: Cranston, RI
People within the Client Operations-AO workgroup are responsible for the day-to-day provision of long-term outsourcing services to one or several clients. Client Operations is where the majority of Services people reside and, typically, people in the workgroup are based permanently at a client location.
Our AO resources can expect to:
Incorporate skills which support the programming, management and maintenance services required to implement and support new installations or maintain and improve existing legacy systems for our clients.
Receive ongoing training to build and extend professional, technical and management skills in all areas
Enjoy our comprehensive and generous benefits package
Application Technology Support Specialist
provides support and expertise to the delivery organization. The Application Technology Support Specialist provides the day-to-day support for one or more products or applications that are deployed to the SDO Production environment. The primary responsibility of the Application Technology Support Specialist is to ensure the availability of an application or product for end users.
Provide Outage Resolution Support. This includes investigation of outage cause, impact on user, and resolution
Provide and Maintain Application Availability. This includes ensuring that the application is active and operating as defined in any Service Level Agreements
Monitor Application in Production Environment. This includes the periodic monitoring of servers, applications, etc. through the use of manual and automated means
Facilitate outage investigation/restoration of service to Production Environment. Organize any conference call, meetings, etc. needed to facilitate the investigation of Production outages/problems and the subsequent restoration of service
Schedule and track application software updates in Production Environment. Use the current Change Management Process and tool to create and distribute work orders associated with application software updates. Ensure that software distribution work orders are successfully completed. Periodically audit Production servers to ensure the currency of software loads
Communicate status of application production outages. Provide periodic pages/e-mails/phone calls, etc. to application community on the status of any error resolution activities during an outage
Monitor system security, application and system event log files. Communicate and work with users as necessary to resolve application errors
Establish, monitor and evaluate system metrics to identify vulnerabilities and identify problem trends. Monitor disk status, system processes, and user process activity
Provide operational support, ensuring production systems and devices are online and available; this includes non-business hours on-call support
Establish and practice disaster recovery procedures to ensure recovery capability. Properly organize and maintain data retention practices
Participate in design reviews to verify that design meets quality standards and functional/technical requirements. Make recommendations on functional and technical improvements to the application
Maintain Disaster Recovery Plans. Assist in administering the recovery of application(s)
Lend technical assistance in specific single technology area like MS Access and SQL database
- Applies functional and technical knowledge in recommending changes and maintenance of 2 -3 software applications
- Create technical design and coding for complex areas of the project
- Incident Management
- Release & Deployment Management
- System Maintenance
- Third Party Vendor and Partner Management
A minimum of 3 years of experience in application support and service management areas and expertise in .Net, Windows server administration and SQL server technologies
Domain and technology experience in Banking preferred
Experience in Empower
Ability to work with team members and interface with user groups of technology support/maintenance queries
Program management and faciliation skills
Experience in the delivery of application development and/or application maintenance
Professional Skills Requirements
Strong written and communication skills
Understands multi-location delivery experience
Intermediary client-facing and relationship building Skills
Advanced proficiency with all MS Office applications, MS Project and/or Visio
Highly organized with good time management skills
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).**
Accenture is an Equal Opportunity Employer.
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