Job Description Summary:
Responsible for providing first-line application support by ensuring digital applications operate efficiently, resolving incidents and service requests, and delivering technical assistance to end-users while collaborating with cross-functional teams to maintain system reliability.
Job Description:
- Monitor and support digital applications to ensure system availability, performance, and operational stability.
- Troubleshoot application incidents and service requests, resolve technical issues, and escalate complex cases to the Digital Apps Development team when necessary.
- Provide first-line technical support and guidance to end-users regarding application-related issues and system usage.
- Collaborate with cross-functional teams to continuously improve application support processes, maintain documentation, and enhance service quality.
Job Requirement:
- Bachelor's Degree in Information Technology, Computer Science, Information Systems, or a related field. Relevant professional certifications or bootcamp certifications are an advantage.
- Minimum 3 years of experience in Application Support, IT Support, Technical Support, or a similar role.
- Familiar with Linux/Unix and Windows Server administration, incident management, and application troubleshooting.
- Experience using IT Service Management (ITSM) or incident ticketing tools (e.g., ServiceNow, Jira Service Management, Freshservice, Zendesk, or similar).
- Basic understanding of programming concepts, Bash scripting, and software development processes.
- Familiar with Agile methodologies and able to collaborate effectively with cross-functional teams.
- Strong analytical, troubleshooting, communication, and problem-solving skills.
- Good command of written and spoken English.
