Application Support Analyst

Nature of Work

▪ Provide second-level technical support for applications, handling escalated

incidents from Level 1 support and ensuring timely resolution within defined SLAs.

▪ Utilize SQL queries to analyze and troubleshoot issues in MySQL, Oracle, PostgreSQL

databases, performing data fixes and optimizations as necessary.

▪ Administer and support applications running on UNIX/Linux environments,

including shell scripting (e.g., Bash) for automation tasks, log analysis, and system

monitoring.

▪ Configure, monitor, and troubleshoot Cloud AWS services (e.g., EC2, RDS, S3) used

for application hosting, storage, and integration.

▪ Collaborate closely with development teams to escalate and resolve issues requiring

code changes or enhancements.

▪ Implement and adhere to IT Service Management (ITSM) processes such as incident,

problem, and change management.

▪ Document support processes, procedures, and troubleshooting steps to ensure

knowledge sharing and training of Level 1 support teams.

▪ Participate in on-call rotation and handle urgent support requests outside regular

business hours when necessary.

Problem Solving

▪ Accountable for solving problems and dealing with difficulties in line with policy,

process and other guidelines applying technical knowledge and expertise

▪ Depending on the nature of the specific role, problems can range from repetitive

daily issues to complex technical problems requiring significant expertise

▪ Escalate problems according to guidelines

▪ Provide technical solutions for deficiencies in process, application configuration and

operational procedures.

Resource Complexity

▪ Accountable for prioritizing own use of time to deliver the workload expected of the

role while working within policy and guidelines and applying technical knowledge

▪ Understand and proactively involve in programs related to Tech Upgrade, Platform

Automation and Cloud Migration program.

▪ Ensure that delivery is sufficiently well designed to mitigate the risks posed by the

changes

▪ Ensure compliance with all applicable laws and regulations relating to the above

functional activities

Experience

▪ Minimum 2 years of working experience with Rest API services

▪ Minimum 2 years of working experience with Java frameworks such as (J2EE EJB,

Spring, Microservices)

▪ Minimum 3 years of working experience with microservices framework and

containers

▪ Working experience with AWS Cloud

▪ Minimum 2 years of experience in application support, with a strong command of

Java, SQL, MySQL, Oracle, and PostgreSQL databases.

▪ Proficiency in UNIX/Linux operating systems, including shell scripting (e.g., Bash) for

automation and system administration tasks.

▪ Solid understanding of Cloud AWS services and their application in a business

environment, with hands-on experience in configuration and troubleshooting.

▪ Knowledge of IT Service Management (ITSM) frameworks and practices, such as ITIL.

Education

Academic: Bachelor’s/Master’s degree in Degree in Computer Science, IT or related

discipline (preferred