Background Information

The role of IT services in the organisation has changed over the years. The ever decreasing cost of hardware and increasing productivity in software/application development have made possible a countless of application and business services that have become part of the business of the organisation

Online Vending System is a vending system for prepaid token. The system has to be available 24 hours a day, 7 days a week

Description of Service/ product that needs to be provided

• System specialist to do the following:
  • 2nd and 3rd Line Support for OVS
  • 2nd and 3rd Line Support will include
  • Ad-Hoc Monitoring
  • Issue identification and resolution including defect fixes on Application Server, infrastructure and Database (Oracle)
  • Documentation updates for defect fixes
  • 24x7 Support (7:00am to 16:30pm, Monday through Friday and standby for after hours and weekend/holidays)

Scope of work

• Business requirements elicitation and facilitation
• Investigations, Impact Analysis, estimations , costing and recommendations
• Update and review of Functional Specification
• Review  of Technical  Specifications in conjunction with SWF
• Performing and Ensuring that Acceptance, System and Integration testing are completed
• Enhancement/Bug Fix planning and Implementation of rollout
• Configuration Management
• Creating and Updating of Test Scenarios
• Projects/Enhancements: Analysis ,  architectural , design of system
• Technical implementations and rollouts
• Carry-out route cause analysis on issues front-end and analyst cannot resolve(3rd Line )
• Allocation to outsource projects, to influence and bring back New Solutions knowledge
• Functional Improvement and Optimisation in consultation with business
• Advanced troubleshooting and resolving of previously unknown issues within the environment. This includes executing known resolutions for product related bugs
• Consolidated and timely reporting of issues to Solution Delivery
• Proactively checking the solution components to ensure stability
• Development of policies and guidelines
• Issue escalation and collaboration where additional support is required
• Compiling incidents reports as required
• Reviewing Technical incident reports
• Formulate Business incident reports
• Fix bugs on solution
• After hours support to assist Analyst and front-end support
• Record lessons learnt
• Trouble shooting issues that arise
• Route cause analysis
• Document the issues and resolutions
• Ensure all code basis is backed up, all changes are recorded and put on a version control system
• Reduce downtime, enhance stability and improve performance
• Problem Management
• Maximise your resources via automation and intellectual
• Improved Automation of known areas of admin that consume time, consolidating techniques as well as coordinating efforts to improve efficiencies
• Produce position papers on solution improvements
• Document all problems and the respective solutions
• Strategic direction (new features, new products, market trends)
• Technical Architectural Recommendations and Design
• Development of Enhancements
• Follow Change Control process, defined within Solution Delivery
• Interpretation of enhancement documentation (functional specifications, technical, design documents)
• Design of enhancements to existing systems in conjunction with Architecture
• Determine source data (input), processing requirements (output), output formats, timing and cost estimates
• Verify that system meets performance criteria
• Compile project related documentation (Deployment Guide, Update all solution documentation)
• Update/compile support and monitoring guide
• Record lessons learnt
• Design, implement, and document procedures
• DR
• Supply input into the DR Document
• Carry-out DR testing during planned DR
• Configuration and deployment

Skills Sets

• Experience in software development using .Net and J2EE technologies
• Hands on experience in IIS
• Experience in Online Vending (Prepaid System)
• Experience in designing and developing applications
• Experience in Oracle database and SQL Server
• Knowledge of XML, XSD, XSLT
• Knowledge of various Operating systems and platforms e.g. AIX, Linux, Solaris, Windows
• Interpretation of documentation (functional specifications, technical, design documents)
• Compile project related documentation
• Knowledge of versioning tools e.g. CVS, subversion etc.
• Design new systems or enhancements to existing systems
• Determine source data (input), processing requirements (output), output formats, timing and cost estimates
• Verify that system meets performance criteria
• Design, implement, and document procedures
• Design/modify, code, debug, test, and document moderately complex application systems
• Develop and/or teach seminars, workshops, or classes to users or other Programmer/Analysts on  the technical aspects or use of computer hardware, software packages or application systems
• Maintain program libraries, users' manuals, or technical documentation
• Work with users in designing moderately complex application systems or portions of complex application systems
• Install or maintain complex applications systems or complex software packages, which require knowledge of interfaces and of the impact on users
• Specify alternate design approaches
• Communication skills, Team player