Application Support Analyst

Dye & Durham Corporation; Cape Town; On-site; ZAR 360,000 - 600,000; Full time

Benefits offered by this job

Fully remote

Job summary

Dye & Durham Corporation is seeking an application support specialist to provide technical support and maintenance for our business-critical apps. You will troubleshoot, monitor, and resolve issues, while collaborating with development, infra, and external vendors to ensure reliability.

The role requires 1–3 years of relevant experience, strong problem-solving and communication skills, and a solid foundation in cloud platforms, containers, and databases.

Qualifications

• 1–3 years of experience in application support, technical support, or similar roles.
• Hands-on cloud experience (AWS, Azure, or GCP).
• Familiar with VMs, containers, networking basics, IAM, and cloud databases.
• Proven problem-solving, analytical, and troubleshooting skills.
• Strong communication with technical and non-technical stakeholders.

Responsibilities

• Provide technical support and maintenance for business-critical applications.
• Troubleshoot issues and diagnose to identify workarounds or fixes.
• Monitor systems, respond to alerts, and perform RCA for major incidents.
• Coordinate with development, infra, and vendors; document SOPs and guides.

Skills

Cloud platforms

Containers

Databases

Monitoring tools

Networking basics

IAM access

Problem solving

Communication

Education

Bachelor's degree in Computer Science or IT

Tools

PowerShell

Bash

Perl

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.