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