Applications Engineer, M365 Productivity - Practice Group SolutionsDescriptionThe Applications Engineer, M365 Productivity - Practice Group Solutions will support, manage, and enhance a portfolio of application products that support daily operations focusing on maximizing the value of the portfolio, and achieving the right balance and mix of products.
Responsibilities: Provide technical and functional support to the business acting as an escalation point to resolve urgent and/or complex issues for all applications in the relevant portfolio.Take ownership of incidents or problems assigned and see these through to completion on a timely basis.Monitor the performance of enterprise applications, ensuring continuous improvement, responsiveness, accountability, and seamless effective service for the business through analysis of the incidents.Assist the Product Manager with the analysis of applications/solutions and project-related tasks.Assist with the development of standardization and rationalization plans ensuring the products meet the changing needs of the business through the lifecycle of the product.Assist with the proactive maintenance of systems by planning and adopting upgrades in a timely manner.In alignment with Firm priorities, participate in projects for enhancements and changes necessary to meet changing business requirements for their managed products.Assist with the development and maintenance of all relevant system, CI, CMDB, and 1st/2nd line documentation. Assist in providing the relevant training to Service Desk and On-site Teams.Maintain and improve professional and technical knowledge and keep abreast of innovation and changes relevant to the portfolio.Maintain existing relationships with technology vendors within the product portfolio.Contribute to team effort through communication, cooperation, and coordination with other IT teams including:
the Packaging teams on application deployment,
the Security team to certify the solutions/products meet our security requirements,
the Technical Change Team for submissions of RFC's via the ITSM process.Understand how the business uses the applications in the portfolio, monitoring licensing numbers and ensuring they are being used efficiently.Oversee the implementation and ongoing maintenance of effective system governance, compliance, and business continuity procedures for managed products in accordance with ISMS Policies.Skills and Experience: Strong experience in IT support.Reasonable awareness of and interest in IT trends relevant to the application portfolio.Exposure to troubleshooting client-server, web-based technologies, and applications.Experience in application upgrades and support pack application.Knowledge of and experience in the specific portfolio is considered a strong plus.Ability to build and maintain trusted relationships and open two-way communication.Ability to work independently and as a cohesive member of a team.Ability to effectively manage multiple tasks concurrently.Ability to learn new skills in a short period of time.Excellent analytical ability.Understanding the importance of teamwork both within the team and the wider IT team.Ability to translate functional issues and questions into application solutions.Communication skills - demonstrated ability to communicate professionally in business language, in both oral and written formats (English).
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