System users support
Supporting JRIE Applications to enable them to run safely in the production environment with the cooperation of others across the JRIE development team and other EMEA/NYC (New York) based IT departments.

Supporting JRIE staff with their PC matters and administration work involving raising requests for role access of applications.

In day to day tasks, the role holder is expected to act as one of 1st Line resources and is also required to have discussions with 2nd Line people (usually JRIE Application developers) to resolve and manage systems issues.

Establishing System support planning
Defining and creating the system support schedule and methodology by collecting relevant information from JRIE Application developers.
This task also requires covering configurations which are relevant to how JRIE resources will be allocated to meet the required schedule through discussions with other team leaders in all development sections.

Communications
Communicating with other EMEA/NYC (New York) IT departments' to assist JRIE Developers to have the appropriate environment set ups.
It is also expected that the role-holder will have some background in dealing with main users, Business Owners and peak duty hours and a high level of understanding of the importance and urgency of their applications when faults and issues occur.

Setting up test environments, data and schedules
Helping and assisting JRIE Developers to have sufficient and appropriate test environments across the Development, Quality Assurance and Release environments by understanding how and when testing data will be prepared.

Other responsibilities
Editing documentation to record how issues were resolved and fixed by JRIE developers.

Other tasks:
(Any other requirements of the role)

• Liaising with business users to find evidence of faults/errors before tickets are handed over to 2nd Line resources.
• Tracking incident tickets and following-up on the following actions by the JRIE teams.
• Supporting JRIE teams to enable them to have the correct understanding of internal workflows such as the procedures to assign appropriate access permissions to JRIE applications and SMBCE/SMBC platforms etc.
• Understanding how SMBCE/SMBC applications are supported by other EMEA and NYC (New York) IT sections.
• The role holder is expected to communicate with other EMEA and NYC (New York) IT sections on behalf of the JRIE development team for any essential matters related to JRIE applications. One of tasks will be to consider how the JRIE teams will work alongside them for weekend system validations, Disaster Recovery testing etc.