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.

Skills

Monitoring Tools, IT Service Management, Application Support Services, Computer Engineering, Service Improvement, Information Technology Application Support and Monitoring, Resolve Technical and Operational Issues, shifts schedules, Computer Science, Application Support Management, Database Administration, resolved escalations, Application Support, Liaise With Technical Teams, Reliability Improvement, Kibana, Technical Support