Support

Application Support Specialist

Colombo

About Enactor

Enactor is a successful and growing software company providing enterprise systems to leading retailers world-wide. Enactor systems drive the in-store, mobile and online channels that make up a modern retail organisation.

Our head office is in Hertford, UK and we have offices in Colombo and Galle with about 120 staff, most of whom are highly technical IT professionals.

We are growing and plan to open an office in Kandy this year. With the expansion of our team in Sri Lanka we are looking for Technical Delivery Managers for our Kandy, Galle and Colombo Offices. This is your opportunity to live, work and earn in 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

  • 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 marketing and have the skills to excel in this role, we would love to hear from you! Please submit your resume and any relevant portfolio materials demonstrating your past work in digital marketing to sl-careers@enactor.co.uk . Do mention the Job title as the subject line