Senior Application Support Analyst (DBN) at BETSoftware

You Bring:

• Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• Minimum of 1-2+ years of experience in an Application Support environment.
• Minimum 1-year experience with databases.
• Minimum 1-year server/client-side languages.
• Exposure and experience with monitoring tools such as Dynatrace/Elastic/Grafana and Prometheus.
• Experience with service-level agreements and ticket management tools.
• Exposure and experience with SQL.
• Flexibility to work shifts.
• ITIL Certifications (advantageous).
• Microsoft Certifications (advantageous)

Key skills/attributes/position-specific competencies:

• 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.
• Ability to work independently as well as collaboratively in a fast-paced environment.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
• Customer-focused attitude with a commitment to delivering high-quality support services.
• Demonstrate professional skills and a high standard of integrity.
• Software Development skills
• Excellent Microsoft Office skills.
• Professional and punctual approach.
• High level of integrity and confidentiality.
• Proficiency in utilising diagnostic tools, log analysis, and debugging techniques to identify root causes of problems.
• Familiarity with change management processes and experience in coordinating software deployments and releases.
• Proven leadership and mentoring skills, with the ability to lead and motivate teams in a dynamic environment.
• Experience with IT service management frameworks (e.g, ITIL) and incident management processes.
• Strong commitment to continuous improvement and driving excellence in support operations.

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.
• Alert all relevant teams of any major downtime or maintenance and follow through until resolution.