Senior Application Support

About the role

The Senior Application Support role ensures the availability, stability, security and continuous improvement of business-critical applications used across Wine Connection Group. The role provides hands-on Level 2 and Level 3 support, acts as a bridge between business users and technology partners and supports the full application lifecycle from requirements and testing through deployment, operational support and decommissioning.

Application Operations and Support

· Provide Level 2 and Level 3 support for business applications, including POS, ERP, HRMS, finance, reporting, integration and other operational platforms.

· Monitor application health, scheduled jobs, interfaces and data flows.

· Investigate incidents and restore services within agreed priorities and service levels.

· Own incident, request, problem and escalation management, including root-cause analysis, corrective actions and communication to stakeholders.

· Maintain application configurations, master data controls, user access and operational calendars in line with approved procedures.

· Provide after-hours and on-call support when required for critical incidents, new outlet openings, system releases and peak trading periods.

Business Applications, Data and Reporting

· Work with business teams to understand requirements, assess impacts and translate needs into practical system solutions.

· Develop, maintain and optimise SQL queries, interfaces, automated jobs and operational reports, with appropriate validation and documentation.

· Investigate data discrepancies across POS, ERP and downstream reporting systems and coordinate timely reconciliation.

· Support data extraction, transformation and reporting while applying appropriate data quality, privacy and access controls.

· Identify opportunities to simplify processes, improve user experience and reduce recurring manual work through automation.

Change, Release and Project Support

· Support application upgrades, enhancements, integrations, migrations and new implementations across the system development lifecycle.

· Prepare test scenarios, coordinate system and user acceptance testing, manage defects, and confirm production readiness and rollback plans.

· Coordinate releases and changes with internal teams, vendors and business owners to minimise disruption to operations.

· Provide technology support for new outlet openings, relocations and closures, including application setup, integration testing and handover.

· Contribute to project plans, risk and issue logs, status updates and post-implementation reviews.

Vendor, Governance and Documentation

· Manage day-to-day engagement with application and service providers, tracking deliverables, service levels, issues, costs and follow-up actions.

· Maintain current system documentation, support procedures, knowledge articles, configuration records, interface maps and user guides.

· Apply change management, segregation of duties, least-privilege access, audit logging and other technology control requirements.

· Support periodic access reviews, application risk assessments, business continuity testing, backup and recovery validation and audit requests.

· Train users and IT colleagues on system functionality, standard operating procedures and support best practices.

Core Competency

• Application Support and Service Ownership

• Analytical Troubleshooting

• Business and Operational Acumen

• Stakeholder Communication

• Change and Release Discipline

• Data Integrity and Control Mindset

• Vendor and Cross-functional Collaboration

• Continuous Improvement and Automation

• Resilience and Customer Focus

• Ownership and Learning Agility

Qualifications and Experience

· Bachelor's degree in Computer Science, Information Technology, Management Information Systems or a related discipline.

· Minimum 5 years of relevant experience in business application support, development or systems analysis, preferably in a multi-site retail, F&B or hospitality environment.

· Hands-on experience supporting POS and ERP platforms, databases, interfaces and business reporting solutions.

· Strong SQL capabilities, including query writing, troubleshooting, data validation and performance optimisation.

· Working knowledge of Windows environments, APIs or middleware, scripting or automation, and application monitoring tools.

· Experience with incident, problem, change and release management. ITIL knowledge or certification is an advantage.

· Experience working with external vendors and cross-functional business teams across multiple countries is preferred.

· Excellent analytical and technical skills

· Able to work under pressure and in dynamic environment.

· Able to work independently and proactively.

· Excellent and positive mentality with “can-do” attitude.