Service Delivery Specialist

The Job Application Maintenance and Support (AMS) Management 1. Vendor Management Assist Application Support Manager in all aspects of AMS. Work closely with vendors and various teams across the organization to onboard the vendor. Work with vendors based on contractual obligations to ensure SLAs are met, resolve issues in a timely manner to minimize downtime and disruption to the business. Review vendors' deliverables including classification of change requests, service requests, incident reports, monthly resource utilization reports, etc. Ensure monthly reports are submitted by vendors in a timely manner, review their performances, and prepare monthly service reports for management. Ensure vendors adhere to processes and perform incident, release, and change management.

• End User Management Work with application users by answering their inquiries, understanding the business requirements, and prioritizing issue and change requests.
• Contract Management Monitor and track AMS contracts to ensure that applications are maintained and supported without any disruption.
• Support Procedure and Standardization Work with the Application Support Manager to execute the support procedure and standardization.

Perform checks and compliance to the organization's Standard Operating Procedures related to maintenance scope. 5. Project Management Manage and work with vendors or in-house teams to deliver change requests and enhancements to applications in a timely manner. Business as Usual (BAU) Scope Drive continued cost reductions and efficiencies across the portfolios supported by means of root cause analysis reviews, knowledge management, performance tuning, and user training. Understand business processes across applications and perform periodic reviews on knowledge bases to ensure essential details are captured by AMS. Provide essential support to applications not under the management of AMS. Participate in DR exercises at the organizational level. Job Requirements Degree in computer science, computer engineering, or information technology. Good understanding of ITIL methodologies related to AMS such as incidents, problems, and change management; ITIL certification would be an advantage. Minimum 5 years in application maintenance and support, and vendor management. Minimum 2 years of project management experience. Good communication skills to communicate with technical and non-technical stakeholders to understand their requirements and resolve issues. Possess strong analytical skills. Preferably with experience in the logistics or port operation industry. Display a proactive and positive attitude. Ability to manage collaboration and work closely within a multicultural environment. Knowledge of the following skillset: Unix, Redhat scripting Programming language Java 8 and above Knowledge of middleware e.g., Weblogic, Tomcat, SpringBoot Automation tools Build tools: Maven, Jenkins Databases: Oracle, MSSQL, SQL skills SDLC methodology: Waterfall, Agile #J-18808-Ljbffr