Application Support Analyst

Dye & Durham Corporation; Cape Town; Remote; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Fully remote

Job summary

Dye & Durham Corporation is recruiting for a remote, applications support specialist to maintain and troubleshoot business-critical apps. You will work with cloud platforms (AWS/Azure/GCP), containers, and databases, ensuring timely incident resolution and stable deployments.

You will contribute to root-cause analyses, document procedures, and assist with product releases, while collaborating with global teams and vendors in a fast-paced environment.

Qualifications

• 1-3 years of overall experience, with at least 1 year in application support or similar roles.
• Cloud skills across AWS, Azure and GCP with hands-on experience.
• Familiar with virtual machines, containers (Docker/Kubernetes), networking basics, IAM, and cloud databases.

Responsibilities

• Provide technical support and maintenance for business-critical applications.
• Troubleshoot and diagnose issues, deliver workarounds or fixes to mitigate impact.
• Perform proactive monitoring and respond to application-related alerts.
• Conduct root cause analysis for recurring issues and major incidents.
• Ensure tickets are updated regularly with quality status until closure.
• Execute configuration updates, data updates, or report generation as required.
• Support product releases and collaborate with development, infra, and vendors.
• Maintain technical documentation including SOPs, configurations, and guides.
• Execute test plans following patches to ensure quality and stability.
• Participate in post-implementation reviews for lessons learned.
• Support Business Continuity, Disaster Recovery, testing, and upgrade activities.
• Work in a 24/7 shift model including on-call rotations.
• Ensure compliance with IT policies, standards and regulations.
• Stay current with industry trends and emerging technologies.

Skills

Cloud platforms

Docker/Kubernetes

SQL/NoSQL databases

Problem solving

Communication

Time management

Programming basics

ITIL knowledge

Education

Bachelor's degree or Diploma in Computer Science/Information Technology

Tools

AWS CloudWatch

Azure Monitor

GCP Operations Suite

Job description

Job Purpose

You will provide technical support and maintenance for our business-critical applications, ensuring they run efficiently and meet the needs of our clients. Your expertise in troubleshooting, problem-solving, and collaboration will be essential in delivering timely and reliable support to our clients and stakeholders.

Specific Responsibilities

• Demonstrate client-first approach in all tasks and strive for delivering exceptional client experiences
• Troubleshoot and diagnose application issues to identify a workaround/solution to mitigate and/or resolve the impact
• Perform proactive monitoring & respond to application related alerts
• Conduct root cause analysis (RCA) for recurring issues and major incidents, to identify corrective and preventive actions and areas for process improvement
• Ensure tickets are updated at regular intervals with quality status updates until closure
• Execute service requests such as configuration updates, data updates, report generation etc.
• Support product releases as needed
• Collaborate with development teams, infrastructure, third-party vendors and other internal stakeholders as needed
• Maintain technical documentation, including SOPs (Standard Operating Procedures), configuration, and troubleshooting guides
• Execute test plans following patching and other activities ensuring application quality and stability
• Participate in post-implementation reviews, identifying lessons learned and areas for improvement
• Support Business Continuity, Disaster Recovery, Penetration Tests, Upgrade related activities etc. as needed
• Work in a round-the-clock shift model providing 24/7 support. Participate in on call rotations on holidays and weekends
• Support auditing requirements
• Ensure compliance with IT policies, procedures, and standards, as well as industry regulations and best practices
• Stay current with industry trends, best practices, and emerging technologies, applying this knowledge to improve application support capabilities

Knowledge, Skills & Experience

• 1-3 years of overall experience, with at least 1 year of experience in application support, technical support, or a similar role.
• Cloud Skills (AWS, Azure & GCP): Hands-on experience supporting applications hosted on AWS, Azure, and Google Cloud Platform (GCP).
• Familiar with virtual machines, containers (Docker/Kubernetes), networking basics (load balancers, DNS), IAM/user access, and cloud databases. Comfortable using cloud monitoring and logging tools (CloudWatch, Azure Monitor, GCP Operations Suite) to investigate issues and support incident and change management. Multi-cloud exposure preferred.
• Experience with database management systems (e.g., SQL Server, PostgreSQL, MySQL, MongoDB, Oracle).
• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication and interpersonal skills, with ability to work with technical and non-technical stakeholders.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.
• Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.

Good to Have

• Strong scripting skills (e.g., PowerShell, Bash, Perl)
• Experience with one or more programming languages (e.g., Java, .NET, Python)
• ITIL knowledge of IT service management best practices

Other Contextual Information/Special Features

• This team supports our global environment (Australia, UK, Canada, South Africa), these open vacancies primarily will support Australia so shift times will be between 6pm - 3am SAST.
• This position is fully remote.