Application Support Engineer

Title

Application Support Engineer

The Application Support Engineer will work as part of an impactful, talented team, responsible for supporting, maintaining, and optimizing application and infrastructure, database, and middleware capabilities. Securing environments that enable the development and operations of modules and solutions through continuous software updates. Enabling innovative cloud architecture, monitoring, maintaining, and supporting the operational environments. 

Job Function:

• Provide operational support on ADB business applications in a production environment
• Provide analysis of failures and trends on ADB applications

Responsibilities:

• Online monitoring, administration and support of ADB applications running on Windows, Linux, Oracle on-premises and cloud-based platforms
• Provide operational & business support for various on premises and cloud based ADB applications to ensure service is provided within customer Service Level Agreements
• Monitor, log, investigate and resolve failures on transaction processing applications
• Liaise with and provide assistance to customer representatives during problem resolution
• Ensure that verbal and written reports of application investigations and resolutions are accurate and clear before presentation to the customer
• Perform scheduled daily, weekly monthly support tasks
• Perform investigations on application support techniques to continually improve operational support and simplify achievement of customer SLAs
• Perform proactive analysis of failures and trends on ADB applications and data to improve service levels
• Conduct routine maintenance, upgrades and deployment of ADB applications
• Provide assistance and training to ADB support team members
• Provide application performance information and participate in periodic support compliance audits
• Perform after hours standby support on ADB applications running in a production environment
• Comply with the business footprint shift requirements of the ADB support team

Education Required:

• 3 Year tertiary qualification or a relevant IT qualification

Experience Required:

• 2 years + application support engineer experience

Essential Competencies:

• Knowledge of the disciplines in an application support environment, incident handling, change management, problem management etc.
• Problem solving exposure at application and business transaction level using application log files and SQL database queries (Oracle PL/SQL Developer, SQL Developer, Microsoft SQL Server)
• Commitment to performing routine as well as investigation/analysis work tasks
• Ability to solve medium to high complexity problems
• Understand and help to develop the support team technical competency
• Self-motivated, proactive, taking ownership of problems until they are resolved
• Mature person with the sense of responsibility to do after hours shifts and standby

Advantageous Competencies:

• Good oral and written communication skills
• Good customer relationship skills
• Quick learner (short initial ramp up period)
• Certifications in ITIL, AWS, or relevant cloud technologies

Additional Requirements:

• Comfortable with working in the customer domain
• Adjust to the needs of a flexible working environment

Additional Comments:

• Looking for an above average knowledge of working with business applications on Windows & Linux, Mirco-services, AWS Cloud, etc.
• A person that understands the importance of quick assistance and resolution of customer issues and requests

Education

National Diploma: Information Technology (Required)

Languages

English