Application Support Engineer

Our client in the ICT business is seeking to have a skilled and proactive Application Support Engineer (L1.5/L2) to join their winning team to support and maintain production applications and IT services. They need to have strong technical troubleshooting skills, knowledge of databases, operating systems and programming languages, and experience in IT service management.

• Perform 24/7 IT alarm monitoring, identify service-impacting issues, and escalate high-risk alarms promptly.
• Manage production incidents from identification to service restoration, including logging, tracking, resolution and stakeholder communication.
• Perform application troubleshooting and remote interventions, coordinating with internal resolver teams and third-party vendors where necessary.
• Support change and problem management in line with ITIL best practices.
• Monitor production processing, identify recurring incidents, and conduct root cause analysis to prevent reoccurrence.
• Provide technical investigation and outage support via email, maintaining accurate records for audit purposes.
• Escalate complex incidents to L2/L3 support teams as required.

• Solid understanding of databases, operating systems and programming languages.
• Experience in application or production support, incident management and IT operations.
• Knowledge of ITIL processes, including incident, change and problem management.
• Strong analytical, troubleshooting, communication and stakeholder management skills.
• Ability to work shifts and provide 24/7 support, including weekends and public holidays.