Level 3 Support Consultant (Applications)

Company description:

Unisys is a leading IT technology and service provider with 37,000 employees dedicated to helping our customers succeed in the global economy. We work with large organizations across various sectors, including Financial Services, Communications, Media, Commercial, Transportation, and the Public Sector. Our extensive portfolio of business solutions includes consulting, systems integration, outsourcing, network services, security, and enterprise-class server technologies.

Job description:

As part of our Managed Applications Services team, we are seeking an individual to join us in providing support and development for our Command and Control services. This role will primarily focus on 2nd and 3rd Line support, including day-to-day support for existing services and assisting with client-defined enhancements. Key responsibilities include:

• Identifying and resolving support issues for end users
• Analyzing and resolving issues related to system component interfaces
• Liaising with support and development teams to resolve problems and incidents
• Discussing support problems at a technical level when necessary

Required profile:

We are looking for candidates with experience in Application Support. Specific knowledge and skills that would be advantageous for this role include:

• Effective and efficient communication with end users, addressing their requests and queries
• Understanding the role of 2nd and 3rd Line support and guiding team members on process requirements
• Familiarity with Problem Management and Incident Management processes
• Ability to understand and document technical issues and propose solutions
• Sharing findings and communicating with the team for improved outcomes
• Willingness to contribute to other aspects of managed service delivery, such as Change Management and Release Management
• Knowledge of software development is a plus

In addition to the above requirements, candidates should be able to apply their knowledge of products and services within a service delivery environment. Strong interpersonal skills are necessary for regular communication with clients and end users. Previous experience in the Public Sector is welcomed. Candidates must also be eligible for and willing to obtain CTC clearance.

What we offer:

• Opportunity to be part of our "Winning Culture"
• International and varied work with global opportunities
• Commitment to Corporate Social Responsibility and DEI standards
• Access to Unisys University and sponsorship for MBA programs
• Support for individual potential and international work opportunities
• "Wellbeing & Employee Assistance Program" for mental health support
• Competitive remuneration, pension, and allowance packages
• Bonus, referral, incentive, and recognition programs

Join Unisys and be a part of our diverse and inclusive organization!

1. Can you describe your experience in application support and how you have effectively processed end user requests and queries? 2. How familiar are you with 2nd and 3rd line support and can you explain the process requirements to guide developers and team members? 3. Can you provide an example of your experience with problem management and incident management processes and how you have applied them in a support role? 4. How do you approach the identification and documentation of technical issues and what steps do you take to ensure they are resolved or avoided in the future? 5. Can you discuss your ability to communicate and share your findings with the team to increase their knowledge and understanding for better outcomes? 6. Are you willing to participate in other aspects of managed service delivery, such as change management and release management? 7. Do you have any knowledge or experience in software development and how do you think it would be advantageous in this role? 8. Can you explain how you would apply your knowledge of products and services within a service delivery environment to troubleshoot and resolve issues without impacting operational effectiveness? 9. How familiar are you with ITIL and how do you think it provides a framework for achieving your role's objectives? 10. Can you discuss your interpersonal skills and how you effectively communicate with clients and end users?

1. What kind of applications and systems will I be supporting in this role? 2. Can you provide more information about the Command and Control services I will be working with? 3. Can you explain the on-call support schedule and expectations in more detail? 4. What kind of training and development opportunities are available for this role? 5. Can you provide more information about the CTC clearance process and requirements?