Senior Application Support Engineer (Java/PL/SQL)
Key Responsibilities:
- Research into allocated issues at a much deeper level than basic resolution and providing detailed data on the issue and its resolution - to both customers and sales teams.
- Participation in the creation and development of the service portal for self-help by customers and sales teams.
- Document according to a pre-defined standard any technical resolutions that are recommended as being placed in the Service Desk Knowledge Base.
- Monitor and address all escalations to internal support e-mail group with the aim of providing a consistent level of mentoring and resolution assistance to the team in Dublin.
- Act as the main point of contact for the Service Desk during non European Hours for any high profile issues that are raised.
- Identify and address any warm issues with the potential to turn into hot escalations with high visibility.
- Action escalation requests according to time zone priority.
- Use SLA timescales to assess overdue tickets and to work with the Dublin team to resolve or to resolve independently where urgency is needed.
- Keep sales executives and customers up to date at all times for 'owned' tickets.
Requirements:
- Degree in Information Technology, Computer Sciences, Computer Engineering or any relevant disciplines.
- Minimum 5 years experience in application support.
- Strong in PL/SQL, UNIX/Linux command line interface and Shell Scripting.
- Some knowledge in SQL server, Windows 2000 Operating System.
- Knowledge in any of the following: .Net, Java, XML, MS SQL, MySQL, IIS, Tomcat, Apache, Oracle or WebSphere will be an added advantage.
- Responsible, analytical with strong problem solving skills.
- Strong communication and interpersonal skills.
- Self motivated individual able to work independently.
- Experience in supporting mobile messaging platform will be an added advantage.
- Working knowledge of mobile devices and web protocols (SMPP, HTTP, etc) will be an added advantage.
- Business and functional domain knowledge in eCommerce and mCommerce applications will be an added advantage.
Sybase 365 is an Equal Opportunity Employer.
Interested applicants, please send your MSWord format resumes to
We regret that only shortlisted candidates will be notified.
Sybase (Singapore) Pte Ltd
Sybase, an SAP company, is the industry leader in delivering enterprise and mobile software to manage, analyze and mobilize information. We are recognized globally as a performance leader, proven in the most data-intensive industries and across all major systems, networks and devices. Our information management, analytics and enterprise mobility solutions have powered the world's most mission-critical systems in financial services, telecommunications, manufacturing and government.
Sybase 365, a subsidiary of Sybase, Inc. (an SAP company; NYSE: SAP), is the global leader in enabling mobile information services for mobile operators, financial institutions and enterprises. We provide our customers with the widest offering in SMS, MMS, GRX, IPX interoperability, end-to-end mobile commerce solutions, innovative mCRM, mobile marketing and content delivery services. Sybase 365 processes more than 1.5 billion messages per day, reaching 900 operators and 4.5 billion subscribers around the world. For more information, visit: www.sybase.com.
If you possess the drive and ambition to be at the forefront of Asian Solutions technology, don't miss this unique opportunity to become part of our growing team.
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