Role Responsibilities/What I need to do
Provide 2nd and 3rd line support across key FSCS IT
controlled applications (Siebel and OBIEE) categorising, prioritising,
triaging and progressing service requests, incidents, problems and changes which
are logged with IT, in-line with industry best practices (i.e. ITIL).
Troubleshooting of application problems related to the
application functionality, environments, performance monitoring and troubleshooting
Provided support to users in order to resolve system
and application related issues, support to development and testing teams.
Experience in investigation of application core crashes
and identifying the root cause for crashes.
Coordinate and direct support from suppliers when required
to deliver the end-to-end application support capability, ensuring end-users
are regularly updated on progress against their service request /incident
/problem /change request.
Ensure application system support and maintenance
documentation is maintained and adhered to in-line with FSCS IT standards and
Administration and maintenance of application
environments (Siebel and OBIEE), including maintaining system requirements;
installing upgrades and patches; monitoring system performance, and
maintaining hardware and software
Ensure application environments are documented.
Maintenance and usage of application environments,
including readiness for development, testing and release stage environments.
Some deployment activities across all application
environments (i.e. Dev, SIT, UAT, Pre-Prod, Prod). Complete environment
checks and perform code migrations and other deployment activities as
directed by the approved application release notes and scripts – e.g. Siebel
repository export / import, SRF compilation, Schema changes, data transfer,
generate browser scripts, transfer code/system files
Monitoring payment solution (Bottomline) to ensure
regular payment runs are working as expected
Troubleshoot and resolve payment issues in a timely
manner to meet payment cut-off times
liaise with Data, Finance and other business teams as
Maintain knowledge of all elements of the end to end
payment solutions from Siebel, SUN and internal Insurance payment system
through Bottomline Webseries
Undertakes any other IT related duties as required in
line with the business needs.