Job title : Senior Application Support Analyst (DBN)Job Location : KwaZulu-Natal, DurbanDeadline : February 08, 2025Quick Recommended Links Jobs by Location Job by industries 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. ICT jobs