Digital Application Support Specialist

Job Position

As a Digital Application Support Specialist, you'll own incident response, manage enhancements, and provide smart 1st & 2nd tier support to ensure our digital ecosystem runs flawlessly.

Job Responsibilities

• Lead the Charge: Act as the key expert for resolving complex technical issues across our digital platforms, including Web, Mobile, AI, and Data Analytics.
• Own the Solution: Drive the entire incident lifecycle-from initial diagnosis and root cause analysis to implementing long-term preventative fixes, ensuring all issues are resolved within SLA.
• Analyze and resolve production issues and data and execute queries to correct data, highly complex business requirements, and request (bug, support, modification, enhancement, etc.)
• Prioritize for Impact: Strategically manage and prioritize incidents, enhancements, and user requests to align with critical business goals.
• Document issue summary, Communicate with stakeholders on a regular basis with status reports
• Provide data preparation, update master data, and configuration.
• Ensure the production environment: Proactively monitor our application production environments to guarantee system health, stability, and readiness.
• Assist in new implementations, installations, upgrades, and migrations of systems
• Assist in the rollout of existing applications.
• Attain good levels of feedback with business users and internal stakeholders.
• Communicate with stakeholders on a regular basis with status reports
• Escalate or delegate issues in a timely manner if needed.
• Coordinate testing as needed for support.
• Provide training to users and team
• Be a central point of contact for production application support on assigned applications.
• Follow up with the development team, users, and perform testing until incidents are closed.

Job Qualifications

• Bachelor’s degree in information technology, computer science, engineering, IT, or a related field.
• Minimum of 5 years of experience in application support, with at least 2 years in a leadership or senior capacity.
• Hands-on experience in database inquiry (SQL) and reporting generation would be an advantage.
• Experience or familiarity with AI concepts and their application in support systems would be a strong advantage.
• Flexible, creative, and up-to-date in the Technology movement to create business solutions
• Able to multitask and prioritize workload, supporting multiple projects.
• Good command in English (Minimum 750 TOEIC score)
• Goal-Oriented, Unity, Learning, Flexible