Key Appsupport Tasks

Every organization has a set of tasks required to provide support. Here is a list that I have prepared, which can be used as a template.

 

• Triage/Intake of support issues
• Resolve Tickets
• Small Enhancements
• Periodic Maintenance
• Monitoring of key jobs/tasks
• Planned outage support
• Unplanned outage support
• On-call / Off-hour support
• Handle and support Alerts
• Change management
• Incident management, follow-up on SLAs, reporting and trends, “warm” hand-off – incident assignment and flow
• Codebase/Repository ownership and support
• Support lower environments, QA, Training teams
• Perform Root cause analysis (RCA) for repeat issues and alerts, all bugs, create support documentation
• Provide support for promotions, market share events MSE, special events (State fairs, Consumer shows)
• Assist with business processes – month- and year-end book close processes
• Non-ticket support (“Walk-ups”, research and analysis), communication with IT and non-IT users.  Assisting users and answer questions
• Support other IT groups - Service Desk, Desktop and/or hardware groups
• Third-party system support/ Vendor support
• Provide support for upgrades and patches; respond to environment changes (e.g. Windows upgrade?)
• Centers of Excellence – create and assign leads, members, processes, documents
• Continue self-development - attend training, seminars, share knowledge(feedback)
• Status reporting
• Onboarding – provide necessary peer support
• Participate in design and code reviews/ Solution review board/group
• Participate in Project stages – Functional, Technical review and support, follow PM practices
• Support Intake – Handover to Support (HOTS)
• Hypercare – integrate with project team (PMO process)
• Support Offshore operations (if applicable)