Senior Application Support Analyst

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

- Matric
- Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
- A minimum of 3+ years 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).

**W**hat 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, minimising 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-prioritisation.
- 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 authorisation and types.

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.

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.

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 organisations.

User Training:

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

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.
- Assume the role of a mentor and offer guidance and knowledge sharing to Junior and Intermediate Application Support Analysts.
- Write and update guidelines and articles to help with the upkeep of the support knowledge base.

User Training:
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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 Improvement Initiatives:

- Identify opportunities for automation, standardisation, and process optimisation to improve service delivery and reduce response times.

Incident Management and Resolution:

- Lead the resolution of critical incidents, coordinating with internal teams and external vendors to ensure timely resolution and minimise impact on business operations.
- Conduct post-incident reviews and root cause analysis to identify underlying issues and implement corrective actions to prevent recurrence.

Alert Management and Communication
- Send out alerts to stakeholders regarding system outages, maintenance activities, or other critical incidents, ensuring timely and accurate communication.
- Collaborate with the business and client teams to communi