Skills Required:

  • 3 to 6 years’ experience in EDI Language Proficiency – English and French

Good to have skills:

  • Prior experience in ITIL process L2 and L3 Support, small enhancements

Roles & Responsibilities:

  • Monitoring, Diagnosis and Resolution, working in Shifts
  • Acknowledge receipt and start to investigate, diagnose, and analyze and fix L2/L3 application incident
  • Cooperate with client group for investigation diagnosis and analysis and fix of L2/L3 application incident
  • Provide temporary solution or a permanent solution to the incident which eliminates the root cause of the incident
  • Documenting and Reporting 
  • For a Priority 1 or Priority 2 Incident, following receipt of incident, till the resolution of that incident. The L2/ L3 support team needs to provide updates
  • For each incident received in Incident/Change/Problem Management the Support team will update Incident/Change/Problem Management with detailed description of the L2/ L3 application incident resolution achieved for the same incident. Contribute to successful solution development and delivery by identifying risks and developing/recommending mitigation strategies
  • Participate in walkthrough reviews of all technical design, specifications, programs and unit test plans
  • Assist the DevOps/support teams in various activities, such as troubleshooting high priority implementation issues, production investigations, etc.
  • A positive attitude in the workplace and the ability to drive change Fast learner, continuously expanding knowledge set, team player