Senior Application Support Analyst

4 months ago

Durban, South Africa BET Software Full time

**We Want You**:
**You Bring**:

- Relevant qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma)
- A minimum of 3+ Year of experience in an Application Support environment.
- Minimum 1-year experience with databases
- Minimum 1-year server/client-side languages
- Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus
- Experience with service-level agreements and ticket management tools.
- Exposure and experience with SQL
- Flexibility to work shifts.
- ITIL Certifications (Advantageous)
- Microsoft Certifications (Advantageous)

**What You’ll Do**:
**Technical Support**
- Monitor and refine metrics to be used as a baseline for monitoring.
- Ensure each individual complaint is properly dealt with, minimizing financial and reputational damage.
- Holistically assess customer problems so areas of concern may be identified.
- Determine the best solution to the problem and the information provided by the customer.
- Walk the customer through the problem-solving process.
- Escalate an unresolved problem to the development personnel immediately.
- Follow up on the escalation and ensure resolution.
- Ensure the customer is appropriately informed.
- Escalate when resolution does not occur within the agreed time.
- Manage the incident queue for escalation to the development team where necessary, including triage and re-prioritization.
- Respond to outages and failures when and where needed.
- Improve fault tolerance even when operational conditions are not optimal.
- Ensure the solution is maintainable, and actively seek methods to reduce downtime.
- Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
- Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.
- Ensure the solution is secure, and confidential by protecting all information and data (also data transmission).
- Ensure persons or other solutions have the degree of access appropriate to their level of authorization and types.
- Alert all relevant teams of any major downtime or maintenance and follow through until resolution.

**Provide Deployment Support**
- Provide support to operational teams and support the solutions being delivered.
- Ensure newly deployed solutions are closely monitored for an agreed period.
- Provide impact analysis for defects and roll-back events.

**Provide Advanced Technical and Business Support**
- Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness.
- Develop and maintain technical support documentation.
- Assess risk and impact of production issues/changes and escalate to the business and development teams.
- Interacts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
- Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.

**Perform Debugging**
- Perform debugging on logs/databases/code.
- Modifies, and changes code to resolve issues.
- Adheres to development practices and guidelines.
- Performs appropriate risk analysis, testing, and validation before rolling out changes.
- Participate in retrospectives and identify work process/development improvements.
- Ensure the protection of all user and company data in compliance with company privacy policies.

**Issue Resolution**:

- Comply with standard operating processes for resolving issues and record resolutions.
- Assist Level 1 and Level 2 support analysts in solving challenging problems by serving as a mentor.

**Escalation**:

- Report unsolved problems to development teams, including thorough details and, if required, replicating the problems.
- If necessary, work together with Level 3 support teams from other organizations.

**Knowledge Base Maintenance**:

- Facilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base.
- Offer guidance and knowledge sharing to Level 1 and Level 2 Application Support Analyst.
- Write and update guidelines and articles to help with the upkeep of the support knowledge base.
- Conduct training sessions, workshops, and knowledge sharing activities to disseminate technical knowledge and promote skill development within the team.
- Maintain comprehensive documentation of troubleshooting procedures, resolutions, and best practices for future reference and knowledge sharing.
- Compile and provide daily incident, service request, and change management reporting.

**User Training**:

- Provide user guides and training materials for support analysts at Levels 1 and 2.

**Quality Assurance**:

- Take part in software patch and upgrade quality assurance testing.
- Make certain that bugs in software are well-tested and recorded prior to releases.

**Strategic Guidance and Decision-Making**:
**Continuous Impro

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