About Enactor
Enactor is a successful and rapidly expanding software product company that delivers enterprise systems to top retailers around the globe. Our solutions power omnichannel systems that define modern retail. Headquartered in Hertford, UK, with offices in Colombo, Galle, and Kandy, we have a team of around 120+ highly skilled IT professionals.
As we continue to grow, we are expanding our team and seeking talented professionals to join us. This is a unique opportunity to advance your career while living and working in Sri Lanka, with the added benefit of earning GBP.
Technical Skills
Exprience in troubleshooting, windows and linux systems including remote connection to, understanding of file organization and starting, stopping and managing processes. Exprience in testing or troubleshooting large and complex systems. Exprience in root cause analysis. Exprience in relational databases such as Oracle, MySQL, SQL server and scripting in those databases.
Key Responsibilities
As the Applicant Support Specialist, you will be responsible for a variety of tasks, with the key responsibility being coordinating and providing timely solutions to the Enactor customers
Enactor Product Expertise
Develop an in-depth understanding of Enactor Products & Processes and become a subject matter expert to ensure that the service levels and performance are met.
Support
- Provide technical support for live service issues across multiple services and customers working in UK times.
- Take responsibility in undertaking detailed investigations to identify root causes/fixes for complex technical issues.
- Have regular interactions with development and test teams to manage fixes for live service issues in the production environment.
- Maintain accountability and ownership of incident | problem | request records and responsibility for maintaining current statuses in the service management tool.
Qualification & Experience
A recognised B.Sc. degree in Computer Science, Information Technology or Mathematics or an equivalent qualification 7+ years of relevant Project/Delivery Management experience working with development teams to deliver complex software using Agile methodologies in a Project Manager, Delivery Manager or Scrum Master capacity
- A good understanding of software design and architecture
- First-hand experience in Requirements Discovery and Analysis, working with multi-disciplinary teams
- Effective leadership, teamwork and inter-personal skills, with both technical and non-technical people.
- Ability to stay focused, goal driven and provide leadership through stressful and high-pressure situations
- A broad spectrum of Project Management skills
- Strong skills in project management & issue tracking tools (e.g. JIRA, Confluence)
- Excellent communication, presentation and negotiation skills
- Professional Project Management qualifications/ certifications are desirable
- Domain expertise in the retail sector is highly desired
Profile
You will be an Application Support Specialist who will be responsible for resolving 3rd | 4th line support issues reported by the customers relating to the Enactor product. You must possess Hands-on experience in supporting Applications | Products preferably in the Retail sector with excellent technical and communication skills. We expect outstanding knowledge and skills in troubleshooting with a background in application monitoring, administering, maintenance, break-fix, and upgrades.
Qualifications and other skills
- Requires a minimum of 5 years of experience in Application Support.
- Willingness to work on a shift basis.
- Exprience in using change, incident and problem management systems such as Zendesk, JIRA.
- Requires high levels of accountability and strong customer service focus with a desire to deliver high quality service.
- Excellent analytical and problem-solving skills with a strong automation | monitoring mindset.
- Experience in using change, incidents, and problem management systems such as Zendesk, Jira or equivalent.
- Excellent communication and presentation skills with the ability to effectively communicate with technical and non-technical stakeholders.
- Flexible and adaptable to changing priorities and hands-on approach with the ability to deliver to commitments.
Competencies
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Provide technical support for live service issues across multiple services and customers working in UK times.
- Take responsibility in undertaking detailed investigations to identify root causes/fixes for complex technical issues.
- Have regular interactions with development and test teams to manage fixes for live service issues in the production environment.
- Maintain accountability and ownership of incident | problem | request records and responsibility for maintaining current statuses in the service management tool.
Apply Now
If you are passionate about this role and have the skills to excel, we would love to hear from you!. Please submit your resume and any relevant portfolio materials demonstrating your past work to sl-careers@enactor.co.uk . Be sure to mention the job title in the subject line.
