Application Support Engineer

Investec Travel; Sandton; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Investec in Sandton, South Africa, seeks an Application Support Engineer to maintain stability and availability of client-facing digital applications. You will perform hands-on investigation, service management, and proactive improvements, with after-hours and on-call support as required.

You will monitor dashboards, diagnose faults, coordinate incident restoration, conduct root-cause analysis, and collaborate with product, engineering, and security teams to automate repetitive tasks and improve

Qualifications

• ITIL service management disciplines (Incident, Problem, Event, Change) are essential.
• Strong diagnostic ability across logs, data, dependencies and service behaviour.
• Experience with monitoring/observability platforms (Splunk, Dynatrace).
• Ability to query relational databases safely using SQL and interpret results.
• Knowledge of web/enterprise apps, APIs, authentication, certificates, DNS, proxies, OS and networking basics.
• Understanding of cloud and hybrid service models.
• ITIL certification would be advantageous.
• Proficiency with AI-enabled productivity tools (e.g., Copilot) to improve efficiency.

Responsibilities

• Provide day-to-day production support and diagnose faults to restore services.
• Monitor dashboards, alerts, logs, and health checks to ensure availability.
• Support major incidents by coordinating resolver teams and maintaining timelines.
• Conduct root-cause analysis and drive permanent remediation through Problem Management.
• Investigate client, access and transaction queries using logs, SQL, APIs and dependencies.
• Assess impact of changes, support deployment validation and maintain runbooks.

Skills

Incident management

Change management

Problem solving

Stakeholder communication

On-call support

AI tools (Copilot)

Education

IT qualification or equivalent practical experience

ITIL certification (advantageous)

Tools

Splunk

Dynatrace

SQL

APIs

DNS

Job description

Description

The Application Support Engineer is responsible for maintaining the stability, availability and supportability of client-facing digital applications and the services on which they depend across the jurisdictions.

The role combines hands-on technical investigation, disciplined service management, clear stakeholder communication and proactive improvement to minimize client and operational impact. Participation in after-hours and on-call support is required.

Key Responsibilities

• Provide day-to-day production support, assess business and client impact, diagnose faults and coordinate safe service restoration.
• Monitor dashboards, alerts, events, logs, scheduled jobs and critical client journeys, and perform routine health and availability checks.
• Support major incidents by coordinating resolver teams, preserving diagnostic evidence, maintaining technical timelines and providing clear stakeholder updates.
• Identify recurring issues, perform evidence-based root-cause analysis and drive permanent remediation through Problem Management.
• Investigate complex client, access and transaction queries using application logs, SQL, APIs, error responses and service dependencies.
• Assess the operational impact of changes, support deployment validation and hyper care, and maintain current runbooks, service maps and known-error information.
• Collaborate with product, engineering, infrastructure, database, network, identity, cyber security and third-party teams.
• Automate repeatable support and monitoring activities where appropriate to improve operational efficiency and reduce manual effort.

Qualifications, Experience and Skills

• Demonstrable experience supporting business-critical production applications within an enterprise environment.
• Practical knowledge of ITIL service management disciplines, particularly Incident, Problem, Event and Change Management.
• Strong diagnostic ability across application logs, service behavior, data, integrations and upstream or downstream dependencies.
• Experience using monitoring and observability platforms such as Splunk and Dynatrace.
• Ability to query relational databases safely using SQL and interpret the results as part of a technical investigation.
• Working knowledge of web and enterprise applications, APIs, authentication, certificates, DNS, proxies, operating systems and networking fundamentals.
• Understanding of cloud and hybrid service models.
• A relevant information technology qualification or equivalent practical experience is required. ITIL certification would be advantageous.
• Proficiency in using AI-enabled productivity tools, such as Copilot, to improve efficiency, generate insight and support decision-making. Applies critical thinking and sound judgement when interpreting outputs, remains accountable for the quality and accuracy of their work

What We Value

At Investec we seek creative, talented people with passion, energy and stamina, who collaborate unselfishly. This role also requires a strong client focus, calm decision-making, accountability, curiosity, sound judgement and the confidence to challenge convention constructively.