Senior Application Support Analyst (DBN) at BETSoftware

You Bring:

• 3+ years of experience on an IT service desk.
• Preferred qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• Minimum 1-year experience with databases.
• Minimum 1-year server/client-side languages.
• Strong written and verbal communication skills.
• Good interpersonal skills and technical capabilities.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.
• Exposure and experience with monitoring tools such as Dynatrace/ Elastic/Grafana and Prometheus, Cockroach DB etc. (advantageous).
• Exposure and experience with SQL and basic coding skills (advantageous).
• Experience in ITIL Foundation (advantageous).

What You’ll Do:

Technical Support

• Monitor and refine metrics to be used as a baseline for monitoring.
• Serve as the third point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support.
• Ensure each individual complaint is properly dealt with, minimising financial and reputational damage.
• Holistically assess customer problems so areas of concern may be identified.
• Determine the best solution to the problem and the information provided by the customer.
• Walk the customer through the problem-solving process.
• Escalate an unresolved problem to the development personnel immediately.
• Follow up on the escalation and ensure resolution.
• Ensure the customer is appropriately informed.
• Escalate when resolution does not occur within the agreed time.
• Manage the incident queue for escalation to the development team where necessary, including triage and re-prioritisation.
• Respond to outages and failures when and where needed.
• Improve fault tolerance even when operational conditions are not optimal.
• Ensure the solution is maintainable, and actively seek methods to reduce downtime.
• Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term.
• Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.
• Ensure the solution is secure, and confidential by protecting all information and data (also data transmission).
• Ensure persons or other solutions have the degree of access appropriate to their level of authorisation and types.

Provide Deployment Support

• Provide support to operational teams and support the solutions being delivered.
• Ensure newly deployed solutions are closely monitored for an agreed period.
• Provide impact analysis for defects and roll-back events.

Provide Advanced Technical and Business Support

• Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness.
• Maintain application systems that have completed development and are in the operations phase.
• Manage, maintain and support applications and their operating environments.
• Develop and maintain technical support documentation.
• Assess risk and impact of production issues/changes and escalate to the business and development teams.

Perform Debugging

• Perform debugging on logs/databases/code.
• Modifies, and changes code to resolve issues.
• Adheres to development practices and guidelines.
• Performs appropriate risk analysis, testing, and validation before rolling out changes.
• Participate in retrospectives and identify work process/development improvements.

End-User Assistance:

• Using a variety of channels, such as whatsapp chat, email, skype and phone, offer end users sophisticated technical help.
• Diagnose and fix complicated software-related problems, such as software system related faults and system difficulties.
• Work together to resolve issues with the Level 1 and Level 2 support teams.

Issue Resolution:

• Identify and fix intricate software issues pertaining to system integration, database faults, and application functioning.
• Comply with standard operating processes for resolving issues and record resolutions.
• Assist Level 1 and Level 2 support analysts in solving challenging problems by serving as a mentor.

Escalation:

• Report unsolved problems to development teams, including thorough details and, if required, replicating the problems.
• If necessary, work together with Level 3 support teams from other organisations.

User Training:

• Create and provide sophisticated software application user training.
• Provide user guides and training materials for support analysts at Levels 1 and 2.

Quality Assurance:

• Take part in software patch and upgrade quality assurance testing.
• Make certain that bugs in software are well-tested and recorded prior to releases.

Knowledge Base Maintenance:

• Facilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base.
• Assume the role of a mentor and offer guidance and knowledge sharing to Junior and Intermediate Application Support Analysts.
• Write and update guidelines and articles to help with the upkeep of the support knowledge base.