Purpose
Application Operations
Key Accountabilities
Business Change Management
* Business Analysis
o Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organisation.
o Assists in defining acceptance tests for these recommendations.
Testing, Installation & Integration
* Testing
* Reviews requirements and specifications, and defines test conditions.
* Designs test cases and test scripts under own direction, mapping back to pre-determined criteria, recording and reporting outcomes.
* Analyses and reports test activities and results.
* Identifies and reports issues and risks associated with own work.
* Systems Integration
* Defines the integration build and produces a build definition for generation of the software.
* Accepts software modules from software developers, and produces software builds for loading onto the target hardware from software source code.
* Configures the hardware environment, produces integration test specifications, conducts tests and records the details of any failures.
* Carries out and reports fault diagnosis relating to moderately complex problems.
* Porting/Software Configuration
o Configures software and equipment and tests platform-specific versions of one or more software products.
o Reports the outcome of testing and identifies potential improvements to the process and to the software products according to agreed designs and standards.
Service Design, Transition & Operations
* Configuration Management
o Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion and inappropriate use.
* Release and Deployment
o Uses the tools and techniques for specific areas of release and deployment activities.
o Administers the recording of activities, logging of results and documents technical activity undertaken.
o May carry out early life support activities such as providing support advice to initial users.
* Support
o Identifies and resolves issues with applications or infrastructure components, following agreed procedures.
o Uses application management software and tools to collect agreed performance statistics.
o Carries out agreed applications maintenance tasks.
o Carries out agreed operational procedures, including configuration, installation and maintenance.
o Contributes to the implementation of maintenance and installation work.
o Identifies operational problems and contributes to their resolution.
* Problem Management
o Investigates problems in systems, processes and services.
o Assists with the implementation of agreed remedies and preventative measures.
* Incident Management
o Prioritizes and diagnoses incidents according to agreed procedures.
o Investigates causes of incidents and seeks resolution.
o Escalates unresolved incidents.
o Facilitates recovery, following resolution of incidents.
o Documents and closes resolved incidents according to agreed procedures.
Knowledge, Skills and Capabilities
* English language (fluent)
* Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed
* Understanding the needs of the internal or external stakeholders and keeping them in mind when taking actions or making decisions
* Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
* Understanding the needs, objectives and constraints of those in other disciplines and functions.
* Working co-operatively (rather than competitively) with others to achieve a common goal.
Qualifications
Four-year college or university degree with focus on IT, or equivalent combination of education and experience
Minimum of 5 years of progressive work experience, at least 2 years in an IT operations role