Application Support Analyst

Job Purpose

You will provide technical support and maintenance for our business-critical applications, ensuring they run efficiently and meet the needs of our clients. Your expertise in troubleshooting, problem-solving, and collaboration will be essential in delivering timely and reliable support to our clients and stakeholders.

Specific Responsibilities

• Demonstrate client-first approach in all tasks and strive for delivering exceptional client experiences
• Troubleshoot and diagnose application issues to identify a workaround/solution to mitigate and/or resolve the impact
• Perform proactive monitoring & respond to application related alerts
• Conduct root cause analysis (RCA) for recurring issues and major incidents, to identify corrective and preventive actions and areas for process improvement
• Ensure tickets are updated at regular intervals with quality status updates until closure
• Execute service requests such as configuration updates, data updates, report generation etc.
• Support product releases as needed
• Collaborate with development teams, infrastructure, third-party vendors and other internal stakeholders as needed
• Maintain technical documentation, including SOPs (Standard Operating Procedures), configuration, and troubleshooting guides
• Execute test plans following patching and other activities ensuring application quality and stability
• Participate in post-implementation reviews, identifying lessons learned and areas for improvement
• Support Business Continuity, Disaster Recovery, Penetration Tests, Upgrade related activities etc. as needed
• Work in a round-the-clock shift model providing 24/7 support. Participate in on call rotations on holidays and weekends
• Support auditing requirements
• Ensure compliance with IT policies, procedures, and standards, as well as industry regulations and best practices
• Stay current with industry trends, best practices, and emerging technologies, applying this knowledge to improve application support capabilities

Knowledge, Skills & Experience

• 1-3 years of overall experience, with at least 1 year of experience in application support, technical support, or a similar role.
• Cloud Skills (AWS, Azure & GCP): Hands-on experience supporting applications hosted on AWS, Azure, and Google Cloud Platform (GCP).
• Familiar with virtual machines, containers (Docker/Kubernetes), networking basics (load balancers, DNS), IAM/user access, and cloud databases. Comfortable using cloud monitoring and logging tools (CloudWatch, Azure Monitor, GCP Operations Suite) to investigate issues and support incident and change management. Multi-cloud exposure preferred.
• Experience with database management systems (e.g., SQL Server, PostgreSQL, MySQL, MongoDB, Oracle).
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication and interpersonal skills, with ability to work with technical and non-technical stakeholders.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.
• Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.

Good to Have

• Strong scripting skills (e.g., PowerShell, Bash, Perl)
• Experience with one or more programming languages (e.g., Java, .NET, Python)
• ITIL knowledge of IT service management best practices

Other Contextual Information/Special Features

• This team supports our global environment (Australia, UK, Canada, South Africa), these open vacancies primarily will support Australia so shift times will be between 6pm - 3am SAST.
• This position is fully remote.

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