Application Support Expert

4 days ago

Mumbai, India Trigyn Full time

Job Description

Name of Profile: Application Support Expert
Education and Certification: Required:
University degree in information technology, business
administration, management or related field.
Desirable: AWS certified cloud practitioner or higher

Skills Set:
Required:
Working knowledge of Relational database (Oracle, MSSQL,
Working knowledge of Windows and/or Linux operating system
administration, virtualization and process visualization.
Good knowledge of project management and methodologies.
Written and verbal communication skills.
Excellent knowledge of English
Desirable:
Knowledge of operational management, metrics based
processes and service delivery under ITIL

**Experience**:
Required:
Significant experience in the provision of information systems and
services, particularly in developing countries.
Working knowledge of ticketing system(s), including issues’
prioritization, escalation and administration.
Desirable: Systems’ deployment and/or support on the cloud

Description

Context:
This consultant position is located in the IP Office Support Section (IPOSS) under the IP Office Business
Solutions Division (IPOBSD). The division provides services to IP offices in more than 90 developing
countries to enable them to provide IP registration and management services to their stakeholders. The
division is migrating all of its services to AWS cloud in a Software as a Service (SaaS) delivery model.

**Tasks**:
The main role of the consultant is to provide deployment, support and maintenance of IPOBSD solutions to
Intellectual Property Offices at WIPO member states
The consultant works under the supervision of the head of the IPOSS and will be required to work in close
coordination with the software development team, solutions architect, project managers and other team
members.
(a) Installation and configuration of WIPO Suite at Intellectual Property Offices
(b) Provide 2nd level support of the WIPO systems including fixes, upgrades and maintenance
(c) Coordinate with development team on issues requiring changes in the software to meet customer
needs
(d) Conduct user and technical training to improve customer ability on the use and administration of the
WIPO Software
(e) Document, publish and share knowledge articles on support experiences as part of division’s online
knowledge base

Deliverables:
(a) Software successfully deployed/upgraded at the offices with user well trained on its use
(b) Raised operational issues are properly reported, tracked and resolved within the time identified by
support section criteria
(c) Status, progress and exceptional reports are timely communicated for performance, productivity and
assessment purposes

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