Application Support Specialist

Job Description

Diagnose, debug, and resolve complex application issues, system bugs,and performance bottlenecks in production environments.
Monitor incoming support tickets, triage issues based on severity, and meet defined Service Level Agreements (SLAs).
Perform post-incident reviews to identify underlying issues and implement permanent fixes or preventive measures.
Systematically monitor application logs, performance metrics, and system alerts to identify potential issues before they impact business operations.
Perform routine health checks, patch management, and minor system upgrades or bug fixes.
Work closely with end-users and business stakeholders to gather issue details, explain technical solutions, and provide operational guidance.
Onboard and assist external vendor teams when third-party application support is required.
Maintain up-to-date documentation, including runbooks, standard operating procedures (SOPs), knowledge base articles, and incident logs.

Requirements

A Degree in IT or related discipline
3 - 5 years relevant working experience
Strong proficiency in SQL (writing queries, joins, and data extraction for troubleshooting).
Experience with Linux/Unix environments and basic scripting skills (Bash, Python, PowerShell) for task automation.
Hands-on experience with ITSM tools (e.g., Jira, ServiceNow, Zendesk).
Familiarity with any RPA tools (e.g. UI Path)
Understanding of CI/CD concepts and familiarity with tools like Azure DevOps, GitHub Actions, or Jenkins.
Strong problem solving skills;
Ability to work independently as well as in a team
Strong communication skills

See also