Vertical Solutions Support - Operation Technology (OT)

Job PurposeDelivers second line support to end users in the organization and responsible for solutions maintenance, modifications, performance, capacity, upgrades and administering applications and solutions.Responsible for assisting in the design, delivery, and improvement of applications and systems.Principal AccountabilitiesShould be able to work independently as well as in team.Must possess good analytical and problem-solving skills.Should possess ability to explain technical matters in non-technical terms to customersShould be able to effectively communicate (verbal or in written) with Customers, team members and Product vendors on the matters related to all functional or technical areasDocuments and maintain Knowledge database to share experience and knowledge with team members to enhance efficiency and reduce single person dependenceCoordinate work tasks with Customer, team members, and Product Vendors to perform the tasks assigned efficiently in Timely mannerAnalyses business needs and conceptualizes solutions to meet and exceed customer expectationsAvailable 24x7 to respond for business or IT operation team calls and attend on site.Should be Customer centric, achieve customer satisfaction and maintain proper perspective in all activities.To provide 2nd level application supportTo maintain a high degree of customer service for all support queries and adhere to serviceTo restore the normal service operation as quickly as possibleTo take ownership of assigned incidents and provide a resolution within the agreed service levelsTo update the customer via the service desk team on the progress of the call • Maintain a log of any software problems detected and inform the delivery teamSupport users in the use of business applications by providing necessary training and adviceTo escalate calls hierarchically/functionally if the call cannot be resolved within the agreed service levels. Coordinates with Product principle to resolve reported incidents.Identifies issues, tracks, reports and resolves them in a timely mannerIdentifies and documents system deficiencies and recommends solutionsIdentifies patches to be applied to resolve incidents and coordinates with Infrastructure, application support team and users to apply the patchHave a strong grasp of both Operational Technology (OT) and Information Technology (IT), with hands-on experience supporting OT systems and applications from major OEMs such as Honeywell, ABB, Emerson, Yokogawa, Siemens, and Rockwell Automation.Familiarity with systems like Terminal Automation Systems (TAS), Automatic Tank Gauging (ATG), and production planning tools, particularly in oil terminal or similar process plant environments.A working knowledge of OT cybersecurity is preferred, including exposure to network monitoring, endpoint protection, patch and backup management, and log monitoring.Be able to manage OT DMZ setups and middleware for IT and OT integration, supporting data exchange with ERP and other applications.Experience in providing Level 2 support for IT and OT applications, while meeting defined Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO), is also required.Education• Degree: Minimum Bachelor’s degree in Computer Science, Engineering or equivalent• Preferable professional certifications: Certification in products like MCSD etcExperience • 2 - 5 years of experience in Information Technology.• Working experience in multiple industries (e.g. Oil & Gas, Energy, Utilities, Retail, Government…) is preferable.• Working experience of system development lifecycle methods and standards with hands on experience in various methods: (e.g. waterfall, iterative, agile, V Model…)• Excellent knowledge in SCADA systems and operational technologies.