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TECHNOLOGY SUPPORT DEPARTMENT
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APPLICATION SUPPORT EXECUTIVE |
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Functions of the Department |
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1. |
Technology Support Group at Alpha Plus is required to play a very important and dual
roles :
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(i) |
To manage
internal IT requirements to ensure operational state and high working
efficiency of IT systems, and
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(ii) |
To provide
complete implementation and maintenance support (including functional
as well as technical support) to clients in respect of IT solutions
provided by Alpha Plus
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2. |
It is an
indispensable and critically important department which has to play
strategic part in Alpha Plus' structure to ensure proper functional and
competitive advantages of the company's business activities. Successful
functioning of all departments depends on the performance of TSG.
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3. |
Functions of System
Support (Internal Services)
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(i) |
Hardware
Services includes procurement & maintenance of computers &
peripherals including other automation tools / gadgets, etc. for internal
use.
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(ii) |
Software
& Database Services includes procurement and maintenance of
application software and databases as well as business software systems
related to data, documents, payrolls, accounting, etc. In addition, the
function involves development, installation & maintenance of software
solutions for automating and improving internal processes &
functioning.
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(iii) |
Communication
Technical Services includes maintaining Server and Local Area Network,
Wide Area Network (where applicable), Internet Connectivity, and ensuring
data communication, email communication, and voice communication systems.
It also includes maintaining company website(s), Employee Intranet Portal,
and other web hosting related activities like domain names, web servers
etc.
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(iv) |
Information
Security includes establishing Information Security Policies &
Processes duly approved by Senior Management Committee, installing,
setting, and maintaining anti-malware, anti-virus, and anti-intrusion
systems including firewalls, etc. Establishing backup policies &
processes and handling on-site as well as off-site backups for all
internal activities, including software development as well as website
backups, handling restoration requirements
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(v) |
IT Audits : This
includes establishing Audit Checklists & processes, performing
routine technical & audit checks of hardware & software, and
arranging independent audits at prescribed intervals
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4. |
Functions of
Application Support (Client Support for Alpha Plus Software Products)
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(i) |
Software
Testing which involves conducting "user-point of view"
functional testing of new software solutions / enhancements in existing
solutions developed by the Technology Department, in coordination with
In-Charge, Product Development, etc.
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(ii) |
Software
Documentation involves developing and maintaining up to date
documentation for each product such as, Content for Help Function, User
Manuals, Quick Usage Guides, Best Practices Guide and Ideal Implementation
Plans for each software solution.
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(iii) |
Software
installation, implementation, training and post implementation maintenance
support at client locations
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Position
Vacant |
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Application
Support Executive |
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Role and Responsibilities |
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1. |
Software
Products Functional Testing
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a. |
Undertaking and
/ or assisting in functional / technical testing of software solutions
developed for marketing
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b. |
Assisting in
preparing application testing plans and adhere to the methodology &
timelines indicated therein while testing an application
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2. |
Software
Products Documentation
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a. |
Assisting in
compilation and periodic updating of User Manuals, Help Functions, Quick
Usage Guides, and Best Practices Guides for various software solutions
developed for marketing |
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3. |
Software
Product Installation, Implementation, and Training
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a. |
Assisting in
preparing implementation plans and adhering to the methodology &
timelines indicated therein while implementing a project
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b. |
Assisting in
preparing User Acceptance Test (UAT) plan for various softwares
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c. |
Assisting in
preparing roll-out plan for deploying software upgrades / updates and
ensure compliance with the same |
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d. |
Assisting in
preparing Training Plan & Training Schedule for conducting product
training at client-end
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e. |
Providing
pre-order technical clarification support to clients
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f. |
Understanding
product-specific client requirements and facilitating gathering of User
Management details, system configuration details, any content / document
processing requirements including metadata detail capture requirements,
and co-ordinating with Content Management Department / Research Team for
time-bound content processing
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g. |
Carrying out
product installations within the prescribed time-frame. This will
include undertaking all related activities inclusive of Control Panel
configuring, importing client user management, assigning rights,
importing client content / documents into the database, and integrating
system with LDAP / Active Directory, etc. |
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h. |
Constantly co-ordinating
with clients to ensure smooth implementation
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i. |
Assisting
clients in conducting User Acceptance Tests (UATs)
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j. |
Ensuring
delivery of Invoices to clients and timely completion of installation
& UAT formalities and getting of Installation/UAT Certificate to
facilitate early release of payments
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k. |
Reporting
progress of ongoing projects to ensure timely implementation |
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l. |
Conducting /
Assisting in product trainings
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m. |
Forwarding the
post-installation application customization requests received from clients
to the Team Lead / Manager
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n. |
Undertaking
Proof of Concept testing at client-locations whenever required
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o. |
Maintaining
client-wise record and backups of software solutions, versions, service
packs, etc. |
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4. |
Software
Product Maintenance Support
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a. |
Providing
efficient post-implementation technical support & troubleshooting
service during the warranty / AMC period
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b. |
Adhering to
CSLS and TEM
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c. |
Compiling
product-wise repository of frequently repeated troubleshooting concerns
and peculiar problems noticed while providing maintenance support |
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5. |
Lead
Generation
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a. |
Through client
interactions / relations, generating leads from clients for other products
and passing these on to VP - Marketing
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6. |
Other
Roles & Responsibilities |
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a. |
Training and
guiding junior / trainee support executives to efficiently handle
allocated tasks and developing team working
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b. |
Adhering to PMS
and RP&RF
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c. |
Adhering to
prescribed policies & processes |
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d. |
Making the most
efficient use of available resources
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Qualifications |
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Graduates /
Master of Computer Application / Computer Software Diploma Holders
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Experience |
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1 - 2 Years of
experience in Application Support
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Skills Required |
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Knowledge of
various OS, SQL / Oracle databases and hardware
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Proficiency in
deploying web-based applications
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Software
troubleshooting and diagnostic skills
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Analytical
thinking
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Proactive
approach towards the problem situations
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Excellent
communication, inter-personal & documentation skills
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Good team
player and quick learner
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Good command over English & excellent communication skills
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Email your Resume to : |
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tsg@alphaplustech.com |
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DEPARTMENT HIERARCHY |
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