Application Support Analyst

Planit Philippines Corporation; Philippines; On-site; PHP 300,000 - 520,000; Full time

Job summary

NRI is seeking an Applications Support Analyst to act as a trusted technical partner, combining troubleshooting with proactive service management. You will resolve issues, optimise performance, and contribute to ongoing service improvements within a managed services environment for enterprise clients.

You will engage with stakeholders, perform root cause analysis, and support releases while maintaining documentation and knowledge sharing across the MSP team.

Qualifications

• Experience with incident, problem and change management in ITSM environments.
• Understanding of business applications (ERP/CRM) and basic databases.
• Familiarity with ticketing systems like ServiceNow and IT operations processes.

Responsibilities

• Provide Level 2/3 support for business-critical applications and meet SLAs.
• Perform root cause analysis and implement permanent fixes or workarounds.
• Monitor application performance; engage client stakeholders and report on incidents.

Skills

Incident management

Problem solving

Root cause analysis

Stakeholder communication

ITSM familiarity

SQL basics

Monitoring & performance

Tools

ServiceNow

APM tools

SQL

Job description

Run Stronger. Evolve Faster. Perform Smarter with NRI

Ready to shape what’s next?

At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia’s leading organisations.

Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.

As an Applications Support Analyst, you will act as a trusted technical partner, combining strong troubleshooting capability with proactive service management to resolve issues, optimise application performance, and contribute to ongoing service enhancements. The role offers exposure to complex application landscapes, client engagement, and modern support practices, making it ideal for someone who thrives in a dynamic, service-driven environment and is looking to deepen both their technical and stakeholder management expertise. This is an opportunity to play a key role in delivering high-quality application support services within a managed services environment, working closely with enterprise clients to ensure the stability, performance, and continuous improvement of their critical business systems.

What You’ll Do:

Core Application Support

• Provide Level 2/3 support for business-critical applications, ensuring timely resolution of incidents, service requests, and problems in line with SLAs.
• Perform root cause analysis for recurring issues and implement permanent fixes or workarounds.
• Monitor application performance, availability, and health using APM and logging tools; proactively identify and address issues before user impact.

Client Engagement and Service Delivery

• Act as a technical contact for assigned client applications, maintaining strong working relationships with key stakeholders.
• Translate technical issues into business-friendly language and provide regular updates on incidents, changes, and service performance.
• Participate in service reviews, reporting on application performance, trends, and improvement initiatives.

Incident, Problem, and Change Management

• Manage incidents and service requests through ITSM platforms (e.g., ServiceNow), ensuring accurate documentation and SLA compliance.
• Contribute to problem management processes, including trend analysis and known error documentation.
• Assess, implement, and validate application changes in line with change management processes, minimising risk to production environments

Application Maintenance and Optimisation

• Perform routine maintenance, patching, configuration updates, and performance tuning of supported applications.
• Collaborate with vendors and internal teams to apply upgrades, hotfixes, and enhancements.
• Identify opportunities for automation and efficiency improvements within application support processes.

Documentation and Knowledge Management

• Maintain accurate and up-to-date technical documentation, including support runbooks, SOPs, and knowledge base articles.
• Contribute to knowledge sharing across the MSP team to improve first-call resolution and reduce dependency on key individuals.

Environment and Release Support

• Support deployment activities across development, test, and production environments, ensuring consistency and stability.
• Validate releases through smoke testing and post-deployment verification.
• Coordinate with DevOps, infrastructure, and client teams to ensure smooth release cycles.

Security and Compliance

• Ensure applications comply with client security standards, access controls, and audit requirements.
• Participate in vulnerability remediation and patching activities.
• Support audit processes by providing required evidence and documentation.

Continuous Improvement and Innovation

• Analyse support trends and recommend service improvements to enhance stability, performance, and user experience.
• Contribute to automation initiatives (e.g., scripting, monitoring enhancements, self-healing mechanisms).
• Stay current with supported technologies and propose modernisation or optimisation opportunities aligned with client strategy.

Commercial and SLA Awareness

• Operate with an understanding of contractual obligations, SLAs, and KPIs, ensuring service delivery meets or exceeds targets.
• Identify risks to service delivery early and elevate appropriately.
• Support effort estimation and input into service improvement plans or minor project work.

What We’re Looking For:

• Working knowledge of application support processes, including incident, problem, and change management.
• Familiarity with business applications such as ERP, CRM, or other line-of-business systems.
• Basic understanding of databases and ability to run simple queries (e.g., SQL) for troubleshooting.
• Awareness of ITSM tools and ticket-based support workflows (e.g., ServiceNow or similar).
• General understanding of infrastructure fundamentals, including servers, cloud platforms, and networking basics.
• Strong analytical and troubleshooting skills with a structured approach to issue resolution.
• Clear communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to manage and prioritise multiple tasks in an SLA-driven, client-facing environment.
• Customer-focused mindset with a proactive approach to service improvement and issue prevention.
• Willingness to learn, adapt, and collaborate effectively within a team and with client stakeholders.
• Proven experience managing non-human identities, secrets and key management solutions.
• Knowledge of cloud identity and security architectures.
• Familiarity with security posture management and compliance frameworks.
• Strong architecture and solution design capability.