{"id":3568234,"url":"https://alion.io/job/job-mail-technical-support-professional-ams","title":"Technical Support Professional – AMS","company":{"id":701519,"name":"Job Mail","domain":"jobmail.co.za","url":"https://alion.io/company/job-mail","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":true,"listed_via":"jobmail.co.za","ats_vendor":"Schema","truth_index":{"grade":"C","score":65,"open_postings":6927,"ghost_share":0.489,"stale_share":0,"repost_share":0.71,"time_to_fill_p50_days":7,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-31T13:30:45Z","employer_posted_date":"2026-10-31","last_verified_at":"2026-10-31T13:30:45Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Location: Cape Town, South Africa\nWork Model: On-site at client location\nJob Type: Application Management Services (AMS)\nSupport Levels: L1.5 and L2\nWorking Hours: 24/7 shift-based monitoring, including weekends and public holidays\nJob Overview\nWe are seeking a technically skilled and service-oriented Technical Support Professional - AMS to provide application and production support within an Application Management Services environment.\nThe successful candidate will be responsible for monitoring IT alarms, managing incidents, supporting production environments, investigating technical issues, and coordinating with internal resolver teams and third-party vendors to restore services efficiently.\nThe role covers both L1.5 and L2 application support, requiring a solid understanding of database management, operating systems, programming languages, application functionality, and underlying technologies. The successful candidate must follow ITIL-aligned service management processes and escalate complex incidents to L2 or L3 support where required.\nKey Responsibilities\n1. Alarm Monitoring\nPerform continuous 24/7 monitoring of IT alarms throughout the year, including weekends and public holidays.\n\nIdentify, investigate, and escalate service-impacting and high-risk alarms immediately.\n\nDetect anomalies that may result in service outages or performance degradation.\n\nProvide regular updates on alarm status, investigations, and resolution progress.\n\nMonitor production processing and identify potential service disruptions.\n\n2. Incident Management\nManage incidents generated by existing automation systems, which account for approximately 90% of incidents, focusing on incident management and service restoration.\n\nManually log and manage the remaining incidents where required.\n\nCapture fault details on the service management platform in accordance with established fault-handling standards.\n\nPerform remote interventions to resolve faults where possible.\n\nEngage relevant resolver teams when additional technical support is required to restore services.\n\nMaintain accurate incident records, documenting actions taken and keeping stakeholders informed.\n\nNotify the Escalations Management team of all high-priority incidents, classified from P0 to P3.\n\nCoordinate with internal technical teams and third-party vendors to facilitate timely incident resolution.\n\n3. Problem Management\nIdentify recurring incidents and manage them through the problem management process.\n\nConduct root cause analysis to identify underlying technical issues.\n\nRecommend and implement preventive measures to minimize repeat incidents.\n\nSupport ongoing service improvement by identifying recurring faults, trends, and potential risks.\n\n4. Application and Production Support\nPerform basic to moderately complex production support activities at L1.5 level.\n\nInvestigate and resolve more complex application and production issues at L2 level.\n\nApply knowledge of application functionality, databases, operating systems, and underlying technologies to diagnose technical problems.\n\nManage incidents, changes, and problems in line with established ITIL processes.\n\nEscalate incidents and problems to L2 or L3 support teams according to complexity and support procedures.\n\nMonitor production processing to help maintain application availability, stability, and performance.\n\n5. Ad Hoc Email Support\nRespond to technical investigation queries and reported service outages received via email.\n\nInvestigate reported issues and provide detailed technical analysis and resolution steps.\n\nMaintain a log of email queries, investigations, and responses for audit and tracking purposes.\n\nCommunicate technical findings clearly to relevant stakeholders.\n\nMinimum Technical Requirements\nSolid understanding of database management and database-related troubleshooting.\n\nKnowledge of multiple operating systems.\n\nFamiliarity with multiple programming languages.\n\nUnderstanding of application support and production support environments.\n\nKnowledge of incident, change, and problem management processes.\n\nAbility to investigate technical faults, identify anomalies, and support service restoration.\n\nFamiliarity with service management platforms and incident tracking processes.\n\nUnderstanding of ITIL-aligned service management practices.\n\nRequirements\nCandidate Requirements\nExperience in technical support, application support, production support, or Application Management Services.\n\nAbility to manage incidents from identification through to resolution or escalation.\n\nStrong analytical and troubleshooting skills.\n\nAbility to work under pressure and prioritize incidents according to business impact and urgency.\n\nExcellent written and verbal communication skills.\n\nStrong stakeholder management and coordination skills.\n\nAbility to work independently while collaborating with internal teams and third-party vendors.\n\nStrong documentation, record-keeping, and attention to detail.\n\nWillingness to work on-site at the client's Cape Town location.\n\nAvailability to work a 24/7 shift roster, including weekends and public holidays.\n\nService Management Framework\nThe role operates in alignment with the ITIL framework and established incident management procedures. The successful candidate must understand escalation protocols and work within the defined support structure:\nL1.5 Support: Basic to moderate production support, incident handling, monitoring, and initial troubleshooting.\n\nL2 Support: More complex application and production support requiring in-depth application and technical knowledge.\n\nL3 Support: Escalation point for highly complex issues requiring advanced technical intervention.\n\nAdditional Instructions\nCandidates must submit an updated CV outlining relevant technical support and application support experience, including exposure to production environments, ITIL processes, incident management, database management, and operating systems.\nPlease clearly indicate your current location, availability, notice period, and willingness to work on-site in Cape Town and participate in a 24/7 shift roster.","description_format":"text","description_chars":6098,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-31T13:30:45Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":1,"p_active":0.516,"p_room":1,"age_days":0,"expected_fill_days":7,"reasons":["conf:2","agency","win:early","comp:brand"],"computed_at":"2026-10-31T19:21:13Z"},"pay":null,"html_url":"https://alion.io/job/job-mail-technical-support-professional-ams","json_url":"https://alion.io/job/job-mail-technical-support-professional-ams.json","meta":{"generated_at":"2026-10-31T19:21:13Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30433,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":701519},"rest":"https://alion.io/mcp/rest/get_company?id=701519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjob-mail-technical-support-professional-ams"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjob-mail-technical-support-professional-ams"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjob-mail-technical-support-professional-ams"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/job-mail-technical-support-professional-ams\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjob-mail-technical-support-professional-ams"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3568234}},{"tool":"search_jobs","arguments":{"company":"jobmail.co.za","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3568234},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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