Job title: Lead Application Support (Backend/Product)

Job Brief

We are seeking Lead Application Support to join a growing Professional Services team. In this

role, you’ll have an opportunity to support large installations, including servers and applications,

as well as other software as assigned.

Lead an application support team and also provide hands on day to day production support and

user support

Responsibilities

• Lead and run 24/7/365 shift level 1 application support team for applications and systems

• Involved in the recruitment process of the staff and management of the staff, plan shift

rotation

• Train the team members on the application logic/usage, interfaces and features.

• Ensures the team members is providing necessary help to the end-users and assigns work

to the staff

• Solves critical issues of the system which the less-experienced application support could

not solve and help them in understanding the problems with the software systems

• Ownership of all issues that are raised, through to closure regardless of which

development team or vendor ultimately resolves the issue

• Maintain a knowledge base of known defects, issues, process, techniques etc. Update and

manage problem tickets appropriately

• Manage relationships with technology teams and end-user clients on a day to day basis

• Conduct application testing, support client application testing, and collect and summarise

test result

• Create and maintain job schedules, job tracking, client communications, team

communications, Web reports, and other documents that may be required

• Train users on applications and help them resolve application issues

• Liaise closely with business users and build good rapport

• Handle escalations and manage client expectations on an ongoing basis

• Lead the improvement of service & change processes, procedures and outcomes, in

alignment to ITIL practices

• Enhance and debug application code if necessary

• Provide root cause analysis techniques to determine cause and resolve complex system

issues.

• Perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Communicate application problems and issues to key stakeholders, including

management, development teams, end users, and unit Manager

• Proactive management of production services by measuring and monitoring availability,

latency, throughput, user journeys and overall system health.

• Act as an incident owner work closely with resolution team for major incidents in the

framework of Incident and Problem management processes

Requirements

• Bachelor’s Degree in Computer Science, Engineering

• More than 5 years Application Support Experience

• Prior Experience with providing Tier-1/Tier-2 Support

• Relevant experience in this field will also be considered

• Fluent speaking and writing in English and Chinese language for business communication

needs

• Knowledge and experience in Web based applications / architecture

• Experience with some programming languages

• Excellent verbal and written communications skills, including the ability to create

organized and informative reports, as well as comprehensive, accurate documentation

• A history of working independently without close supervision and demonstrated time

management skills

• Strong analysis, research, investigation and evaluation skills, with a structured approach

to problem solving

• Excellent interpersonal skills, team player

• Comfortable working directly with end users

• Due to 24/7/365 operation, must be willing to be available for out of hours work

• Understanding of IT industry working practices / methodologies – ITIL foundation

certification desirable but not essential

• Understanding of architecture and design of application systems

Backend Engineer

What we're looking for nami.ai is looking for an experienced Backend engineer to help us drive a future of DIY home security

Who we are We develop a disruptive DIY home security system based on WiFi sensing. As a multicultural organisation that is running on the edge of technology we are looking for seasoned backend engineer to help us to disrupt the stale home security market.

Our tech stack:

● C++ / Python on the device ● Ruby on Rails on the backend ● PostgreSQL ● GitHub ● Swift / Kotlin on the mobile

What you’ll do You will be part of a talented team that delivers quality experiences to our customers. Here are some of the things you will be doing:

● Work closely with firmware and mobile teams to establish technical communication between all parts of the system

● Contribute to the roadmap planning and give feedback to the product owner ● Refactor - we never miss an opportunity to repay our technical debt ● Reduce our bug count to zero

Who you are ● Experienced in backend development with Ruby / Ruby on Rails framework ● Passionate about producing high quality products ● A team player who knows how to have fun ● Able to communicate effectively in English (both written and verbal)

Nice to have ● Degree in Computer Science or related discipline ● Have an eye towards the future of IoT, home security and home automation ● Interested in software architecture and design patterns ● Experience with continuous integration and continuous deployment ● Experience with automated unit testing

What we can offer ● An attractive remuneration package. ● 15 days of annual leave ● A flexible and multicultural environment that promotes a healthy work-life balance ● A talented team from all over the world to work with

About Us nami is a brand new AIoT startup based in Singapore that aims to bring peace of mind back as a fundamental requirement for smart home systems with digital monitoring – backed by machine learning and digital sensing that eschews the risk of invasion of privacy that security cameras pose. We will go to market in summer 2021 with our consumer brand, Bolo, and expect professional/consumer OEM partners to launch our “Powered by nami” products in 2022.

How to Apply Does this role sound like a good fit? Email us at jobs@nami.ai

● Include the role's title in your subject line. ● Tell us a bit about yourself and share some relevant things you've built and done.