Operation Support

ADVANCED E-SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading tech solutions provider in Singapore is seeking an Application Support Analyst to ensure the smooth operation of business-critical applications. This role involves troubleshooting, user support, and collaboration with technical teams. Ideal candidates possess a Bachelor's degree in IT, 3-5 years of application support experience, and strong problem-solving skills. The position requires on-site presence, primarily focusing on enhancing application performance and reliability.

Qualifications

• 3–5 years of experience in application support.
• Strong understanding of databases.
• Willingness to provide on-call support.

Responsibilities

• Monitor application performance and availability.
• Respond to and resolve incidents promptly.
• Provide first-line support for application queries.
• Work closely with developers to report bugs.
• Maintain accurate records of incidents and changes.

Skills

Application architecture understanding

Troubleshooting tools experience

Basic programming skills

Problem-solving skills

Communication skills in English

Education

Bachelor's degree in computer science or related field

Tools

Ticketing systems

SQL databases

DevOps tools

Job description

Job Summary

The Application Support Analyst is responsible for ensuring the smooth operation, maintenance, and support of business-critical applications. This role involves troubleshooting issues, providing user assistance, and collaborating with technical teams to enhance application performance and reliability.

Key Responsibilities

1. Application Monitoring & Maintenance

• Monitor application performance and availability.
• Perform routine health checks, backups, and apply patches or upgrades.
• Ensure compliance with security and operational standards.

2. Incident Management & Troubleshooting

• Respond to and resolve application-related incidents promptly.
• Diagnose root causes and implement corrective actions.
• Escalate complex issues to development or infrastructure teams.

3. User Support & Training

• Provide first-line support for application queries and issues.
• Assist users with functionality and best practices.
• Develop and maintain user guides and training materials.

4. Collaboration & Coordination

• Work closely with developers to report bugs and suggest improvements.
• Participate in testing new releases and deployments.
• Coordinate with IT teams for integration and performance tuning.
• Collaborate closely with manufacturing, engineering, and automation teams to identify and resolve system and process issues.

5. Documentation & Reporting

• Maintain accurate records of incidents, changes, and resolutions.
• Prepare regular reports on application performance and support metrics.
• Document processes and ensuring knowledge base is up to date.

6. Others

• Support business continuity and disaster recovery activities to ensure production resilience.
• Ensure all application support activities comply with factory security, safety, and quality standards.
• Proactively identify opportunities for process improvement, automation, and system optimization to enhance production efficiency.
• Require on-call support during critical incidents.

Required Skills & Qualifications

Must Have

• Bachelor's degree in computer science, IT, or related field
• 3–5 years of relevant experience in application support
• Strong understanding of application architecture and databases
• Experience with troubleshooting tools and ticketing systems
• Basic programming/scripting skills (e.g., .NET, JavaScript, Python, C#, C++)
• Excellent problem-solving and communication skills
• Ability to communicate effectively in English (verbal and written)
• Willingness to work on-site and provide on-call support during critical incidents
• Knowledge of incident management and root cause analysis

Good to Have

• Experience with Rest API, Web backend, SQL and No-SQL databases
• Familiarity with DevOps tools and CI/CD pipelines
• Experience working with cross-functional teams (e.g., manufacturing, engineering)
• Ability to create user guides and training materials
• Experience in business continuity and disaster recovery planning
• Understanding of factory security, safety, and quality standards

Nice to Have

• Knowledge of ITIL processes (Incident, Problem, Change Management)
• Familiarity with cloud platforms (AWS, Azure)
• Experience with monitoring tools (e.g., Zabbix)
• Understanding of information security best practices and compliance standards
• Experience in automation and process improvement initiatives