APPLICATION ADMINISTRATION SUPPORT
Performs and directs ongoing system maintenance, research, and support, according to defined plans or documentation for existing systems, to include application development service requests, production support enhancements, vendor patches, major upgrades, etc.
Provides technical guidance in identifying root causes of technical problems (e.g., internal and third party software/hardware problems), defines options to address, resolve and bring to closure in a timely manner.
Recommends technical solutions in support of customer needs. Leads development and implementation of support processes. Identifies cost effective tools/facilities/automation opportunities in support of standard and vendor products.
Anticipates potential impacts of Infrastructure, Application and Environmental changes to supported and related systems. Plays leadership role in Infrastructure driven initiatives.
Serves as a Subject Matter Expert (SME), providing technical and analytical guidance to customers, peers and other teams.
PRODUCT EVALUATION/USAGE
Directs/coordinates the introduction and on-going Application Administration support of standard/non-standard technical hardware/software products by adhering to support plans, participating in knowledge transfers, and providing technical input to product licensing efforts.
Advises in the selection/deselect ion of standard technical hardware/software products in alignment with Aetna Architecture standards through preparation of Cost Benefit Analysis and Product Evaluations (both paper and install/test).
SERVICE LEVEL/METRIC MANAGEMENT
Prepares and communicates on team activity and status by participation in the design, development, analysis and reporting of highly technical performance metric data for senior management in I/T organizations, application development, project management and business areas.
RELATIONSHIP MANAGEMENT
Provides 24x7 support and performs duties required to ensure the maximum availability of supported systems and compliance with established SLAs.
Promotes/encourages close working partnerships with peer support organizations (Development, DBA, Midrange Server Support, Production Control, Infrastructure, Web Engineering, Code Asset Management, Quality Assurance, Performance Monitoring, etc.).
Manages ongoing vendor relationships, monitors and reports vendor plans, assesses technical product upgrades and maintains technical product “Standards and Best Practices”.
STANDARDS ADHERENCE
Promotes the “Best Practices” of technology and product usage.
Manages processes throughout the Product Life Cycle related to the implementation of systems into production, including the integration of purchased solutions.
Enforces use of the Code Asset Management process.
Enforces and fulfills to requirements/recommendations of Aetna Internal Audit and I/T Security; encourages/follows ‘Best Practices’ related to Audit/Security/Compliance issues and policy.
Recommends and promotes the reuse of assets across the organization and participates in company-wide initiatives related to such (SSP, Enterprise Architecture, etc).
Performs administrative tasks required of Project Leader/Team Leader, to include planning, budgeting, staffing/resource allocation, mentoring and direct supervision of team members.
Participate with Manager in activities related to management of the team (coaching, staffing, performance management, Balanced Score Cards, etc.).
Scope of Assignment/Supervision Received: Receives some general guidance for some activities. Assigned to multiple tasks in the most complex systems.
Supervision Exercised: May direct more junior staff. Will be assigned as Project Leader/Team Leader and will direct the Project Team members.
Job Details
Date Posted: | 2015-05-05 |
Job Location: | Doha, Qatar |
Job Role: | Technology/IT |
Company Industry: | Insurance; Healthcare, other |
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