Senior Application Support Analyst (DBN) at BETSoftware

You Bring:

• Matric
• Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• ITIL Certifications (advantageous).
• Microsoft Certifications (advantageous).
• Minimum 3 years in an Application Support environment
• Minimum 1-year experience with databases
• Minimum 1-year experience with server/client-side languages
• Experience with service-level agreements and ticket management tools
• Experience with IT service management frameworks (e.g., ITIL) and incident management processes
• Exposure and experience with SQL
• Expertise in writing complex SQL queries, creating reports and maintaining databases
• Exposure and experience with monitoring tools such as Dynatrace, Elastic, Grafana and Prometheus
• Understanding of change management processes and experience in coordinating software deployments and releases.
• Strong written and verbal communication skills.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment.
• Strong organizational and leadership skills.
• Customer-focused attitude with a commitment to high-quality support.
• Proficiency in Microsoft Office and software development skills.
• High level of integrity, confidentiality, and professionalism.
• Expertise in troubleshooting, debugging, and change management.
• Proven leadership and mentoring capabilities.
• Strong commitment to continuous improvement and operational excellence.

What You’ll Do:

Technical Support:

• Act as the third-level contact for unresolved technical issues.
• Manage incident queues, prioritize escalations and ensure timely resolutions.
• Conduct root cause analysis to identify and mitigate recurring issues.
• Provide clear communication to stakeholders during outages or major incidents.
• Ensure all solutions are secure, maintainable and enhance support efficiency.