IT Application Support

Provide 2nd and 3rd level support for enterprise applications, troubleshooting and resolving incidents within SLA targets Monitor application performance, identify bottlenecks, and implement corrective actions Collaborate with development, infrastructure, and network teams to diagnose and remediate system issues Manage incident tickets and service requests using ITSM tools, ensuring clear documentation and communication Conduct root cause analysis and drive problem management to prevent recurring issues Maintain and update system documentation, runbooks, and knowledge base articles Coordinate application patches, upgrades, and deployments in test and production environments Participate in on-call rotation to provide after-hours support as needed

Qualifications

Bachelor s degree in Computer Science, Information Technology, or a related field 5 7 years of hands-on experience in technical application support Strong knowledge of enterprise applications, databases (e.g., Oracle, SQL Server), and middleware Proficiency in SQL and scripting languages such as Python, PowerShell, or Shell Experience with incident management and ITSM platforms (e.g., ServiceNow) Excellent analytical and problem-solving skills with attention to detail Effective communication and stakeholder management abilities in a multicultural environment

Preferred Qualifications

ITIL Foundation certification Experience with cloud platforms (AWS, Azure) and SaaS applications Familiarity with application performance monitoring tools (e.g., Dynatrace, Nagios) Exposure to Agile/Scrum methodologies Relevant certifications such as Microsoft, Oracle, or AWS