Application Support Engineer (2684) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• A Diploma in Information Technology at an NQF level 6.
• Five (5) years of relevant experience.

Certificates:

• ITIL Foundation

ADVANTAGEOUS:

• SQL and Oracle DBA Fundamentals: writing queries, performance tuning, user access management.
• ITSM: Incident, Problem, and Change Management.
• SQL: Querying, troubleshooting, and performance optimization.
• Oracle Certified Associate.
• Microsoft SQL Server Certification (MCSA/MCSE).

KEY RESPONSIBILITIES:

Management of systems in accordance with ITIL Methodologies:

• Respond to calls and requests logged on Helpdesk timeously and resolve them accordingly.
• Provide 1st and 2nd-level support for all SANRAL applications, ensuring minimal disruption to the internal and external users.
• Follow the incident management, change management and problem management according to the ITIL Framework.
• Investigate, troubleshoot, and resolve application-related issues and escalating developers when required.
• Perform root cause analysis (RCA) to prevent recurring application issues.
• Continuous Improvements.

Operational: 

• Monitor application performance, availability, and reliability using monitoring tools.
• Identify and resolve slow performance, integration failures, and system errors.
• Work closely with database administrators, network engineers, and partners  to optimize application performance.
• Assist users with application-related queries, configurations, and best practices.
• Provide training and documentation for common issues and solutions.
• Manage user access, authentication, and authorization for applications.
• Support disaster recovery (DR) and backup plans for business-critical applications.
• Write and execute SQL queries to analyse and troubleshoot application-related database issues.
• Identify slow-performing queries and work with DBAs to optimize performance.
• Troubleshooting of Oracle tablespaces, schemas, and user roles for application.
• Assist with database connectivity issues, user access, and data integrity.

Reporting and Improvements:

• Generate application health reports on uptime, incident resolution times, and performance.
• Recommend process improvements to enhance system reliability and user experience.
• Document known issues, solutions, and troubleshooting steps in a knowledge base.