Application Support Analyst - Incident Mastery & Readiness

Jobtailor; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Jobtailor in Singapore is seeking an Application Support Analyst to act as a front-line responder, resolving incidents and service requests raised by users. You will own incidents end-to-end through confirmed resolution and work to minimize business impact.

You will apply ITIL practices, communicate with technical and non-technical stakeholders, monitor integrations, perform root cause analysis, and contribute to knowledge management and training for users.

Qualifications

• Relevant degree in Information Systems, Computing, IT or equivalent.
• Experience in an Application Support Analyst or similar role.
• Experience managing incidents, service requests and problems through to resolution.
• Experience communicating effectively with both technical and non-technical stakeholders.
• Working knowledge of ITIL principles and IT service management practices.
• Willingness to work outside standard local hours to support releases across global time zones.

Responsibilities

• Act as a front-line responder within the Application Support team, resolving incidents and service requests raised by users.
• Take end-to-end ownership of assigned incidents, service requests and problems through to confirmed resolution.
• Assess and document operational, financial and user impact to prioritize issues by impact, urgency, deadlines and risk.
• Provide clear, timely and business-focused updates throughout the issue lifecycle.
• Escalate ageing, stalled or high-risk issues before service levels or business commitments are missed.
• Apply incident, request, problem, change and knowledge management processes.
• Validate requests and supporting evidence before making application or data changes, maintaining an audit trail.
• Monitor and support application integrations, interfaces, scheduled jobs and data-processing activities.
• Investigate failed or delayed processing using logs, database queries and other evidence.
• Support root cause analysis and corrective and preventative actions.
• Manage assigned issues with third-party suppliers and proactively escalates delays.
• Identify process improvements, automation opportunities and self-service capabilities.
• Maintain support guides, knowledge articles, procedures and training materials.
• Provide training to new and existing users.
• Develop strong functional knowledge of bespoke applications and business processes.
• Support planning, testing and operational readiness of application releases, changes and enhancements, including user acceptance testing and post-release validation.
• Review support procedures, known issues and business communications before deployment.
• Participate in planned out-of-hours support, release activities and incident response when required.

Skills

Incident Management

Service Request Resolution

ITIL Principles

Application Support

User Acceptance Testing

Education

Degree in Information Systems/Computing/IT or equivalent

Tools

Database Queries

Job description

Jobtailor in Singapore is seeking an Application Support Analyst to act as a front-line responder, resolving incidents and service requests raised by users. You will own incidents end-to-end through confirmed resolution and work to minimize business impact.

You will apply ITIL practices, communicate with technical and non-technical stakeholders, monitor integrations, perform root cause analysis, and contribute to knowledge management and training for users.