At GAC, we rely on our IT systems to provide the best solutions that help our users around the world. We are seeking an experienced Application Support Specialist (Software Engineer) to join us on this journey, using their technological skills to make us more efficient.
The job role is part of the Application Development and Support function to ensure availability and accessibility of the application(s) according to agreed service levels and business priorities. The primary goal of the role is to develop and support GAC business applications and to debug/troubleshoot and fix them to eliminate or minimise the adverse impact on business operations for the GAC Group.
The job role also requires close working relationships with the Infrastructure and Architecture & Technical Engineering departments whose mission is to build or configure, maintain or enhance, and eventually decommission applications/services through their life cycle
Objectives of this role
Take part in application development projects and bugfixes in coordination with the development team to ensure the stability and performance of the application(s).
Perform 2nd and 3rd line support activities for the application(s) in coordination with the Development Team and Helpdesk.
Manage incidents, proactive alerts, change requests, and service requests, ensuring compliance to the enterprise architecture, production processes & framework and other Group standards.
Ensure incidents and requests are resolved/fulfilled within agreed service levels and, where applicable, that workarounds are provided to minimise business impact with timely escalations to the next level of support, for faster resolution.
Ensure follow-ups with and updates to external and internal customers are done in a proactive, timely and professional manner.
Produce and maintain clear documentation on application functionality and support procedures in the Knowledgebase.
Skills and Qualifications
A Bachelors degree, preferably related to computer science or equivalent.
Working knowledge of OOP, C#, Rest APIs, .Net core, WPF, WCF and .Net framework (WPF and MSSQL are mandatory requirements)
Minimum 3 years of experience in software development
2+ years of production support experience in application, software or technical services disciplines.
Good knowledge of Microsoft Azure cloud hosting and container-based solutions (Eg: Service Fabric, Azure Kubernetes)
Experience working on RDBMS and No-SQL databases
Knowledge of incident, problem and change management processes and a good understanding of ITIL best practices. ITIL foundation certification will be considered a plus, but not mandatory.
Previous experience developing and supporting solutions in the supply chain, shipping and logistics domains will be considered a plus.
Exposure to application development, integration, testing and release will be considered a plus.
Knowledge of APM (Application Performance Monitoring) and related tool exposure will be an advantage.
Working knowledge of Agile and DevOps methodologies
Other Expectations
Excellent written and verbal communication skills in English.
Self-starter, proactive, positive, creative, and flexible.
Ability to learn and apply new technologies as and when required.
Should be able to adapt quickly to changes in business requirements and work in an agile environment.
Professional behavior at work.
Cultural awareness within a multi-cultural corporate environment
