Summary of the position
The role for supporting the availability, stability, and performance of business-critical applications within a production environment. Working as part of the Application Support team, the individual will assist in monitoring applications, investigating incidents, troubleshooting technical issues, and coordinating with cross-functional teams to ensure timely resolution of service disruptions.
Key accountabilities
- Monitor application performance and respond to incidents, alerts, and service requests.
- Perform initial investigation and troubleshooting of application-related issues.
- Analyze logs, system behavior, and error messages to identify root causes.
- Escalate complex issues to appropriate technical teams while ensuring timely follow-up.
- Support incident, problems, and change management processes in accordance with ITIL practices.
- Maintain accurate documentation of incidents, troubleshooting steps, and resolutions.
- Assist in application deployments, upgrades, and maintenance activities.
- Collaborate with cross-functional teams including Infrastructure, Development, Database, and Business teams.
- Participate in shift handovers and operational reviews.
- Contribute to process improvements and knowledge base creation.
- Ensure adherence to SLAs, operational procedures, and compliance requirements.
Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.
Skills and Experience | Essential
- Bachelor’s degree in computer science, Information Technology, Computer Engineering, Electronics, or a related field.
- Strong academic record with a keen interest in IT operations and application support.
- Basic understanding of operating systems (Windows/Linux).
- Basic knowledge of databases and SQL queries.
- Familiarity with networking fundamentals such as TCP/IP, DNS, HTTP, and VPN concepts
- Good analytical and problem-solving skills.
- Strong verbal and written communication skills.
- Ability to work effectively in a team environment.
Skills and Experience | Desirable
- Very good understanding of ITIL framework and processes. ITIL certification is preferred.
- Working knowledge/experience on Linux - preferred but not must
- Able to share ideas with the team and self-confident
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn new things
- Reliable & accountable individual who can manage client interaction
Personal attributes
- Excellent English
- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
- Having worked in a fast paced, dynamic environment
- Empathy and the ability to communicate both internally and externally
- Ability to multi-task, work under pressure and to tight deadlines
- Positive ‘can-do’ attitude, team player
- Efficient and Proactive
