Application, change (and Project) Support responsibilities
• Incident Management: Keeping systems up and running, by applying a controlled process of
registering, monitoring and resolving of application related tickets
• Monitoring overall performance of application, responsible for integrity of production environment
• Maintaining the applications according to the SLA and in line with the regional business needs of
involved Business Unit(s) and organization
• Periodic standby for emergencies (24x7 availability schedule)
• Operationalize priority setting as agreed with the business
• Functioning as a 1st escalation point for the 3rd party vendors and the user community on
Application Maintenance related services
• Signals deviations on policy, standard package matters &, after approval, contributes to changes
• Ensuring IM process compliance for area of responsibility
• Takes care of proper documentation of the application (technical - process – and end-user
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