Skill description
Delivering management, technical and administrative services to support and maintain live applications.
Guidance notes
Activities may include, but are not limited to:
- investigating and resolving issues.
- implementing working practices to support iterative/agile development and/or cloud-based applications.
- monitoring performance and maintaining the security of applications.
- providing guidance or training to users, including enhanced levels of support following new/updated software releases.
- devising permanent or temporary corrections, workarounds for faults, and applying patches when necessary.
- adhering to established safety, security and quality standards.
- capturing user feedback for subsequent analysis to inform future application development.
- implementing general or site-specific modifications.
- updating documentation.
- maintaining application data.
- defining enhancements.
Support typically involves close collaboration with application developers and other specialist areas. Application maintenance and support services may be delivered directly to users of the systems or to service delivery functions.
Level 2Assist
Assists with specified maintenance procedures.
Assists in the investigation and resolution of issues relating to applications.
Level 3Apply
Follows agreed procedures to identify and resolve issues with applications.
Uses application management software and tools to collect agreed performance statistics.
Carries out agreed applications maintenance tasks.
Level 4Enable
Maintains application support processes and checks that all requests for support are dealt with according to agreed procedures.
Uses application management software and tools to investigate issues, collect performance statistics and create reports.
Level 5Ensure, advise
Ensures all requests for support are dealt with according to set standards and procedures.
Drafts and maintains procedures and documentation for applications support, incorporating security considerations.
Manages application enhancements to improve business performance.
Advises on application security, licensing, upgrades, backups and disaster recovery needs.
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