Senior Application Support Analyst

BETSoftware; Umhlanga Rocks; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading software company in Umhlanga Rocks is seeking a Senior Application Support Analyst to evaluate and resolve application issues, provide technical support, and ensure application performance. The ideal candidate will have a degree in Computer Engineering or Software Programming, with at least 3 years of application support experience and strong skills in SQL and troubleshooting. This position offers a dynamic work environment with on-call responsibilities.

Qualifications

• Minimum 3 years in an Application Support environment.
• Minimum 1 year experience with databases and SQL.
• Minimum 1 year experience with server/client-side languages.
• Strong experience in writing complex SQL queries and database maintenance.

Responsibilities

• Act as third-level support for unresolved technical issues.
• Manage incident queues, triage escalations, and ensure resolution within SLA.
• Drive efficiency and stability through expert-level troubleshooting.
• Coordinate with vendors during major incidents.
• Lead critical incident resolution and stakeholder communication.

Skills

Verbal and written communication

Problem-solving

Attention to detail

Interpersonal skills

Collaboration skills

Troubleshooting ability

Debugging ability

Organizational skills

Multitasking

Education

Degree or Diploma in Computer Engineering or Software Programming

Tools

SQL

Monitoring tools (Dynatrace, Elastic, Grafana, Prometheus)

Microsoft Office

Job description

Job Summary:

The Senior Application Support Analyst is responsible for evaluating and resolving application issues, communicating with development teams, maintaining comprehensive issue logs, and supporting both front-end and back-end systems. The role includes advanced troubleshooting, on-call support in a 24/7 operation, and overseeing performance of business-critical software applications. Collaboration with internal teams and leadership of junior team members are key to success in this role.

Key Responsibilities

Technical Support

• Act as third-level support for unresolved technical issues from phone, chat, or email channels.
• Manage incident queues, triage escalations, and ensure resolution within SLA.
• Perform root cause analysis and provide proactive monitoring strategies.
• Deliver high-level support during system outages and failures.
• Ensure secure, maintainable, and scalable application solutions.
• Alert stakeholders of downtime or maintenance, ensuring transparent communication.

Deployment Support

• Support operational teams with solution delivery and post-deployment monitoring.
• Conduct impact analysis and manage rollback events.
• Oversee UAT and regression testing to ensure quality releases.
• Ensure change management protocols are followed.

Advanced Technical and Business Support

• Maintain and support critical applications in production.
• Drive efficiency and stability through expert-level troubleshooting.
• Coordinate with vendors and stakeholders during major incidents.
• Document technical solutions and escalate unresolved issues when needed.
• Lead critical incident resolution and stakeholder communication.

Debugging

• Conduct in-depth debugging of logs, databases, and code.
• Modify code when necessary, ensuring testing and validation before rollout.
• Participate in retrospectives to drive improvements.
• Maintain user data security and follow development best practices.

Issue Resolution & Escalation

• Identify and resolve complex software issues (e.g., integration, database faults).
• Mentor junior analysts in resolving complex problems.
• Lead disaster recovery planning and ensure adherence to change control.
• Report unresolved issues to developers with replicable steps and logs.

Knowledge Base Maintenance

• Maintain technical documentation and SOPs.
• Conduct training for junior analysts and support teams.
• Share knowledge through training, articles, and workshops.
• Compile daily reports on incidents, service requests, and changes.

User Training

• Develop and deliver user training materials and sessions.
• Support Level 1 and 2 teams with documentation and guidance.

Quality Assurance

• Participate in patch and upgrade testing cycles.
• Validate bug resolutions before deployment.

Strategic Guidance & Decision-Making

• Advise management on support risks, optimization, and technical challenges.
• Collaborate on system enhancements and upgrades.
• Lead mentoring initiatives and team development.
• Follow ITSM frameworks like ITIL and promote adherence to process.

Continuous Improvement

• Identify opportunities for automation and standardization.
• Lead initiatives to streamline support processes and workflows.

Incident Management

• Take ownership of critical incidents and lead resolution.
• Coordinate with teams and vendors to resolve issues efficiently.
• Conduct post-incident reviews and implement corrective actions.

Alert Management & Communication

• Issue timely alerts for outages and system maintenance.
• Keep stakeholders updated on resolution progress and expected recovery.

Shift Work & SLA Adherence

• Provide shift-based and on-call support, including weekends and holidays.
• Ensure timely resolution of all support activities in line with SLA.
• Categorize Level 1 tickets and manage escalations effectively.
• Mentor team members on best practices and SLA compliance.

Teamwork

• Collaborate with the IT department and participate in special projects.
• Train and support junior staff and graduates.
• Champion a culture of learning, improvement, and accountability.

Minimum Requirements

• Matric.
• Relevant IT qualification (Degree or Diploma in Computer Engineering or Software Programming).
• Minimum 3 years in an Application Support environment.
• Minimum 1 year experience with databases and SQL.
• Minimum 1 year experience with server/client-side languages.
• Experience with monitoring tools (Dynatrace, Elastic, Grafana, Prometheus).
• Familiarity with ticketing systems and ITSM tools.
• ITIL certification (advantageous).
• Microsoft certifications (advantageous).
• Strong experience in writing complex SQL queries, database maintenance, and reporting.
• Knowledge of change management and software release processes.
• Flexible to work shifts and on-call support.

Key Skills & Competencies

• Strong verbal and written communication skills.
• Excellent problem-solving and attention to detail.
• Strong interpersonal and collaboration skills.
• High-level troubleshooting and debugging ability.
• Strong organizational skills and ability to multitask under pressure.
• Demonstrates integrity, confidentiality, and professionalism.
• Proficiency in Microsoft Office and general software development skills.
• Experience in mentoring and leadership roles.
• Commitment to continuous improvement and support excellence.

Please note that only candidates who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to

be unsuccessful.