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Senior Application Support Analyst

Senior Application Support Analyst

BETSoftwareDurban, KwaZulu-Natal, South Africa
30+ days ago
Job description

Job Description

Key skills / attributes / position-specific competencies

  • Strong written and verbal communication skills.
  • Good interpersonal skills and technical capabilities.
  • Excellent problem‑solving and attention to detail.
  • Ability to multi‑task in a deadline‑driven environment and show initiative.
  • Strong organizational and resourceful capabilities.
  • High levels of attention to detail and resilience.
  • Ability to work independently as well as collaboratively in a fast‑paced environment.
  • Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non‑technical users.
  • Customer‑focused attitude with a commitment to delivering high‑quality support services.
  • Demonstrate professional skills and a high standard of integrity.
  • Software Development skills.
  • Excellent Microsoft Office skills.
  • Professional and punctual approach.
  • High level of integrity and confidentiality.
  • Proficiency in utilizing diagnostic tools, log analysis, and debugging techniques to identify root causes of problems.
  • Familiarity with change management processes and experience in coordinating software deployments and releases.
  • Proven leadership and mentoring skills, with the ability to lead and motivate teams in a dynamic environment.
  • Experience with IT service management frameworks (e.g., ITIL) and incident management processes.
  • Strong commitment to continuous improvement and driving excellence in support operations.

Responsibilities

Technical Support

  • Monitor and refine metrics to be used as a baseline for monitoring.
  • Serve as the third point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support.
  • Ensure each individual complaint is properly dealt with, minimizing financial and reputational damage.
  • Holistically assess customer problems so areas of concern may be identified.
  • Determine the best solution to the problem and the information provided by the customer.
  • Walk the customer through the problem‑solving process.
  • Escalate an unresolved problem to the development personnel immediately.
  • Follow up on the escalation and ensure resolution.
  • Ensure the customer is appropriately informed.
  • Escalate when resolution does not occur within the agreed time.
  • Manage the incident queue for escalation to the development team where necessary, including triage and re‑prioritization.
  • Respond to outages and failures when and where needed.
  • Improve fault tolerance even when operational conditions are not optimal.
  • Ensure the solution is maintainable, and actively seek methods to reduce downtime.
  • Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
  • Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.
  • Ensure the solution is secure, and confidential by protecting all information and data (also data transmission).
  • Ensure persons or other solutions have the degree of access appropriate to their level of authorization and types.
  • Alert all relevant teams of any major downtime or maintenance and follow through until resolution.

    • Provide Deployment Support

  • Provide support to operational teams and support the solutions being delivered.
  • Ensure newly deployed solutions are closely monitored for an agreed period.
  • Provide impact analysis for defects and roll‑back events.

    • Provide Advanced Technical and Business Support

  • Provide quick resolutions to app / system issues, driving stability, efficiency, and effectiveness.
  • Maintain application systems that have completed development and are in the operations phase.
  • Manage, maintain and support applications and their operating environments.
  • Develop and maintain technical support documentation.
  • Assess risk and impact of production issues / changes and escape to the business and development teams.
  • Interacts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
  • Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.

    • Perform Debugging

  • Perform debugging on logs / databases / code.
  • Modify, and change code to resolve issues.
  • Adhere to development practices and guidelines.
  • Performs appropriate risk analysis, testing, and validation before rolling out changes.
  • Participate in retrospectives and identify work process / development improvements.
  • Ensure the protection of all user and company data in compliance with company privacy policies.

    • Issue Resolution

  • Identify and fix intricate software issues pertaining to system integration, database faults, and application functioning.
  • Comply with standard operating processes for resolving issues and record resolutions.
  • Assist Level 1 and Level 2 support analysts in solving challenging problems by serving as a mentor.

    • Escalation

  • Report unsolved problems to development teams, including thorough details and, if required, replicating the problems.
  • If necessary, work together with Level 3 support teams from other organizations.

    • Knowledge Base Maintenance

  • Facilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base.
  • Offer guidance and knowledge sharing to Level 1 and Level 2 Application Support Analyst.
  • Write and update guidelines and articles to help with the upkeep of the support knowledge base.
  • Conduct training sessions, workshops, and knowledge sharing activities to disseminate technical knowledge and promote skill development within the team.
  • Maintain comprehensive documentation of troubleshooting procedures, resolutions, and best practices for future reference and knowledge sharing.
  • Compile and provide daily incident, service request, and change management reporting.

    • User Training

  • Create and provide sophisticated software application user training.
  • Provide user guides and training materials for support analysts at Levels 1 and 2.

    • Quality Assurance

  • Take part in software patch and upgrade quality assurance testing.
  • Make certain that bugs in software are well‑tested and recorded prior to releases.

    • Strategic Guidance And Decision‑Making

  • Provide strategic guidance and expertise to clients, including senior management, on technical matters related to application support, performance optimization, and risk mitigation.
  • Collaborate with cross‑functional teams to assess the impact of proposed changes, upgrades, or enhancements on application performance and stability.

    • Continuous Improvement Initiatives

  • Lead and drive continuous improvement initiatives to optimize support processes, streamline workflows, and enhance the overall efficiency and effectiveness of application support operations.
  • Identify opportunities for automation, standardization, and process optimization to improve service delivery and reduce response times.

    • Incident Management And Resolution

  • Lead the resolution of critical incidents, coordinating with internal teams and external vendors to ensure timely resolution and minimize impact on business operations.
  • Conduct post‑incident reviews and root cause analysis to identify underlying issues and implement corrective actions to prevent recurrence.

    • Alert Management and Communication

  • Send out alerts to stakeholders regarding system outages, maintenance activities, or other critical incidents, ensuring timely and accurate communication.
  • Collaborate with the business and client teams to communicate the impact of outages or maintenance activities and provide ongoing updates on the progress of issue resolution.

    • Shift Work and SLA Adherence

  • Ability to work shifts as required to provide support coverage during business hours, weekends, or holidays.
  • Adhere to SLAs for response and resolution times, ensuring that all support activities are conducted within agreed‑upon timelines.
  • Ensure that all tickets assigned to level ones are categorized correctly.

    • Team Work

  • Constructively participate as a member of the wider IT Department.
  • Undertake any other tasks or once‑off projects which may be assigned from time to time.
  • Provides individual and / or group instruction and training on new or updated technologies.
  • May lead lower graded Team members i.e. Level 1s, and / or Graduates in performing the same or similar type of work.

    • Living The Spirit

  • We are dedicated to providing exceptional support, continuously striving to improve and exceed customer expectations.
  • We embrace challenges as opportunities and are dedicated to finding innovative solutions that enhance our products and services.
  • We understand that our collective efforts drive success. We actively seek out collaboration to ensure a seamless and efficient support system.
  • Our customers are at the heart of everything we do. We are committed to resolving their issues promptly and effectively.
  • We thrive in an ever‑evolving environment and embrace change as an adventure, staying adaptable and open to new possibilities.
  • We take ownership of our responsibilities, adhering to best practices, and ensuring that issues are resolved and customer satisfaction is achieved.
  • We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
  • We value open and honest communication, sharing insights and feedback to promote trust and collaboration. We actively participate in debugging, adhere to development practices, and drive improvements.
  • We actively identify areas for improvement and recommend changes, enabling the company to stay ahead of potential issues.
  • We adhere to established Standard Operating Procedures (SOPs) while also identifying opportunities to create or update relevant documentation for improved processes.
  • We are resilient in our pursuit of solutions, performing debugging and participating in retrospectives. We adapt to changing conditions and are resourceful in finding solutions.

    • Qualifications

    Job Specification

    Minimum Requirements

  • Matric.
  • Relevant qualification in IT : Computer Engineering OR Software Programming (Degree or Diploma).
  • A minimum of 3+ Year of experience in an Application Support environment.
  • Minimum 1-year experience with databases.
  • Minimum 1-year server / client‑side languages.
  • Exposure and experience with monitoring tools such as Dynatrace, Elastic, Grafana and Prometheus.
  • Experience with service‑level agreements and ticket management tools.
  • Exposure and experience with SQL.
  • Flexibility to work shifts.
  • ITIL Certifications (Advantageous).
  • Microsoft Certifications (Advantageous).

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    Support Analyst • Durban, KwaZulu-Natal, South Africa