IT Application Support Analyst (Rotational 8 hours shift)
Responsibilities:
- Oversee application and production support for enterprise systems, maintaining service continuity and operational efficiency.
- Coordinate incident management processes, including issue assessment, prioritisation, escalation and resolution within agreed timelines.
- Investigate application and infrastructure failures through technical troubleshooting to minimise operational disruptions.
- Perform system monitoring and log analysis using Grafana and Kibana/OpenSearch to detect anomalies and performance-related issues.
- Execute Root Cause Analysis (RCA) and recommend corrective measures to improve application reliability.
- Administer Linux/Unix environments and investigate database-related issues using SQL, MySQL and MariaDB.
- Support blockchain and digital asset platforms while coordinating with technical teams to address application-related concerns.
- Manage technical support and customer/client support activities, ensuring consistent service delivery across 24/7 production operations.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or any Engineering related field.
- At least 5+ years of experience in software and application support, production support or IT production support operations, ITSM service escalations and application availability in a 24/7 environment.
- Must be able to work on 24 x 7 rotational 8 hours shift (work 2 days, rest 2 days) including public holidays and weekends.
- Strong experience in incident management, technical support and troubleshooting within enterprise application environments.
- Hands-on experience with monitoring and log analysis tools, particularly Grafana and Kibana/OpenSearch.
- Strong experience in Root Cause Analysis (RCA), problem investigation and production issue resolution.
- Hands-on experience with Linux/Unix operating systems and relational databases, including MySQL and MariaDB, with proficiency in SQL.
- Experience in supporting blockchain-based applications and digital asset platforms, preferably in financial services or trading environments.
- Strong experience in customer/client support,technical coordination and application issue management.