Kim Sair Angelo Dialogo Email & Phone Number

●Investigate and resolve complex issues reported by users or detected through monitoring systems.●Provide advanced technical support to end-users, addressing issues related to application functionality, performance, and integration.●Conduct thorough root cause analysis for recurring issues, identifying underlying problems and implementing preventive measures.●Maintain comprehensive documentation of support procedures, troubleshooting steps, and system configurations for reference and knowledge sharing.●Serve as a point of escalation for junior support staff, assisting them in resolving complex issues and providing guidance on troubleshooting methodologies.●Monitor application performance metrics, proactively identifying trends and potential issues to prevent service disruptions.●Conduct training sessions for end-users to enhance their understanding of application features, best practices, and troubleshooting techniques.●Act as a liaison with software vendors, communicating technical requirements, troubleshooting issues, and coordinating resolution efforts for third-party applications.●Participate in change management processes, reviewing proposed changes to applications, assessing potential impacts, and ensuring proper testing and validation procedures are followed.●Perform quality assurance testing for application updates, patches, and enhancements to ensure functionality, stability, and compatibility with existing systems.●Identify opportunities for process improvements and efficiency enhancements within the support team, proposing and implementing changes as appropriate.●Collaborate with other IT teams, such as development, infrastructure, and security, to address interrelated issues and optimize overall system performance.●Participate in on-call rotation schedules to provide 24/7 support coverage for critical applications and services, responding to emergency issues outside of regular business hours.

● Works closely with testers, test managers, project stakeholders, and other relevant parties to ensure testing success and meet project goals.● Provides specialized knowledge and expertise in specific areas of testing, ensuring the accuracy and effectiveness of testing procedures. ● Collaborates with testing teams to define testing objectives and strategies, develop test plans, and identify areas of improvement. ● Validates testing requirements, review test cases, and provide input for test execution and documentation. ● Analyzes test results, identify defects, and recommend solutions. ● Offers valuable insights and guidance to ensure high-quality testing outcomes.

Philippines

Philippines

● Responsible for overseeing the Product Life Cycle. Understanding, assessing, and identifying factors that affect products and services.● Collaborates with business stakeholders and users and other technical partners to identify the solution and design based on the requirement in support of existing system functionality and capability with its corresponding behavior.● Provides solution and design based on the business requirement to ensure that the newly created product and services or any modification done on the existing product● Translates the solution and design into a template that will be used in the actual implementation of configuration changes and other platforms as needed.● Provides technical assistance to business stakeholders and product team to help them strategize in creating product and services● Supports deployment testing of configuration changes and provide solution on any issue that may be encountered and ensures that it is resolved before deployment and mitigate risk once it is deployed● Conducts weekly cadence and alignment across the project team, internal and external to ISG, and ensures that any changes in the scope are properly communicated and updates the status of the previous deployment.● Coordinating closely to the Solutions Designers, Solutions Architect and Project Managers to clarify the user requirements for the project● Triggers and coordinate the development work with vendor partner.● Provides support and attending to defect resolution during testing● Works with System Administrator and Database Administrator to setup the environment both in testing and in production

Philippines

● Weekday/Weekend Day/Night On call support for the RTR- EPM/MGL/EPB team. Making sure that the processes (schedules and jobs) and applications are running smoothly and will not experience any delays.● Secondary role as a document reviewer for RTR team.● Adhered to high-quality development standards while delivering solutions on-time and on-budget.● Excelled in application development and management of technological issues for assigned projects.● Presented methodologies and best practices that enhanced product definition, release processes and customization of applications to user needs.● Provided user requirements analysis, design and programming support for enhancement of application.● Develop new features or products for an area of our platform working alongside with Development Team● Maintain and enhance current features and functionalities and monitor and control the system● Configure business processes based on defined business requirements