Associate Applications Support Engineer

.Provide first- and second-level support for business applications. Log, track, and resolve incidents and service requests. Assist in identifying enhancements to improve application performance and user experience.

.Configure application parameters and settings in accordance with technical specifications and business requirements. Validate configuration changes in test environments before promoting to production.

.Execute functional, regression, and user acceptance tests on applications. Document test results, log defects, and work with development teams to verify fixes before release.

.Monitor and report on service level agreement (SLA) adherence for application support. Escalate risks to SLA compliance and contribute to defining realistic targets. Track KPIs and present findings to relevant stakeholders.

.Proactively identify inefficiencies in support workflows and propose solutions. Lead or participate in process improvement initiatives to reduce resolution time, minimise recurring issues, and enhance team productivity.

.Maintain accurate records of application configurations and changes. Support configuration audits and ensure all updates are documented in line with change management procedures.

.Ensure end-users receive timely and professional support. Gather feedback on service quality and escalate recurring pain points. Work towards improving the overall experience of application users.

.Build and maintain effective working relationships with internal and external stakeholders. Communicate application issues, progress updates, and resolutions clearly. Manage expectations and ensure stakeholders are kept informed throughout the support lifecycle.

.Collaborate effectively within a cross-functional team environment. Share knowledge, support colleagues during peak periods, and contribute positively to team goals. Actively participate in team meetings, retrospectives, and knowledge-sharing sessions.