24/7 Application Support Pro (AMS) L1.5–L2

Blue Pearl Pty Ltd; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Blue Pearl Pty Ltd in Cape Town, South Africa, seeks a Technical Support Professional – AMS to monitor alarms, manage incidents, and support production environments in a 24/7 shift model. The role covers L1.5 and L2 support with a focus on ITIL-based processes, incident handling, and coordination with resolver teams to restore services.

You will investigate technical issues across databases, OS, and applications, escalating complex problems to L2/L3 and contributing to service improvements.

Qualifications

• Solid understanding of database management and database-related troubleshooting.
• Knowledge of multiple operating systems.
• Familiarity with multiple programming languages.
• Understanding of application support and production support environments.
• Knowledge of incident, change, and problem management processes.
• Ability to investigate technical faults, identify anomalies, and support service restoration.

Responsibilities

• Monitor IT alarms 24/7 and escalate issues as needed.
• Manage incidents and coordinate with resolver teams and vendors.
• Apply ITIL-aligned processes to incident, change and problem management.
• Provide root cause analysis and work on service improvements.
• Communicate findings clearly to stakeholders and maintain logs.

Skills

Database management

Operating systems

Programming languages

ITIL processes

Incident management

Job description

Blue Pearl Pty Ltd in Cape Town, South Africa, seeks a Technical Support Professional – AMS to monitor alarms, manage incidents, and support production environments in a 24/7 shift model. The role covers L1.5 and L2 support with a focus on ITIL-based processes, incident handling, and coordination with resolver teams to restore services.

You will investigate technical issues across databases, OS, and applications, escalating complex problems to L2/L3 and contributing to service improvements.