Job requirements
Job Requirements (Education, Experience and Competencies)
Education:
- Bachelor’s degree in computer science, Information Technology, or related field.
Experience:
- 3 years Proven experience in application support or a related technical role.
- Proficiency in troubleshooting and diagnosing technical issues in a complex, multi-tiered application environment.
- Solid understanding of databases, SQL queries, and data analysis techniques.
- Experience with ticketing systems, monitoring tools, and other IT service management software.
- Familiarity with APIs and experience in integrating and troubleshooting API connections between applications.
Job description
Core Purpose of the Job
We’re looking for a talented Application Support Engineer to join our Digital & Enterprise Platforms team within IT Service Delivery. The ideal candidate will have a strong technical background, exceptional problem-solving abilities, and a customer-centric mindset. In this role, you’ll ensure the efficient functioning of diverse applications, troubleshoot issues, and promptly resolve end-user concerns. Collaboration with cross-functional teams to enhance application performance and usability is key.
Under the supervision of the Digital & Enterprise Platforms Manager, your main IT missions will be:
Key Responsibilities:
- Provide first and second-level technical support for multiple applications (inhouse and vendors applications used in MTN business), including troubleshooting, issue resolution, and root cause analysis, while adhering to predefined Service Level Agreements (SLAs).
- Monitor application performance, identify trends, and proactively address potential issues to minimize downtime and optimize performance.
- Collaborate with development teams to escalate and resolve complex technical issues requiring code-level intervention.
- Document support processes, troubleshooting steps, and solutions to create a knowledge base for internal reference and training purposes.
- Communicate effectively with end-users, stakeholders, and internal teams to provide updates on issue resolution status and gather feedback for continuous improvement.
- Participate in the testing and deployment of application updates, patches, and enhancements.
- Contribute to the development and implementation of best practices for application support, including incident management, change management, and release management.
- Stay up to date on emerging technologies, industry trends, and best practices in application support and IT service management.
- Respond promptly to incidents reported by end-users, adhering to predefined SLAs.
- Document incident details, including symptoms, root cause analysis, and resolution steps, for future reference and analysis.
- Escalate unresolved incidents to appropriate teams or stakeholders, ensuring timely resolution and minimal impact on service availability.
- Proactively identify recurring issues or patterns through trend analysis and collaborate with development teams to implement permanent fixes.
- Conduct thorough investigations into the root causes of major incidents, documenting findings and recommending preventive measures to mitigate future occurrences.
- Regularly review and update the Known Error Database (KEDB) to facilitate faster resolution of similar incidents in the future.
- Monitor and track application performance metrics against predefined SLAs, identifying areas for improvement or compliance gaps.
- Generate regular SLA compliance reports for stakeholders, highlighting achievements, areas of concern, and improvement initiatives.
- Collaborate with cross-functional teams to implement strategies for meeting or exceeding SLA targets, such as performance optimization or process improvements.
- Assess and prioritize change requests based on their impact on application performance and end-user experience.
- Coordinate with development and testing teams to ensure thorough testing and validation of changes before deployment to production environments.
- Communicate change schedules and potential impacts to stakeholders, minimizing disruptions and ensuring alignment with SLAs.
How to apply
All interested candidates are requested to apply through the MTN website and submit their updated curriculum vitae together with copies of their academic credentials no later than 13th March 2024. MTN Website portal: https://www.mtn.co.rw/careers/
We strongly encourage applications from women and/or individuals with disabilities.
Note: Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application to be unsuccessful.
At MTN Rwandacell Plc we are committed to safeguarding your data privacy. For more information visit our website to read our job applicants privacy notice that explains how we collect, use, disclose, and protect your personal data at https://www.mtn.co.rw/privacy-notice-for-job-applicants/
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