Job Description

Job Title: Application Support Specialist 

Job Overview: 

We are seeking a dedicated and experienced Application Support Specialist to join our dynamic IT team. The ideal candidate will have a strong background in providing technical support for business-critical applications, with specific expertise in IBM technologies or Capsil (or similar platforms). The Application Support Specialist will be responsible for monitoring, troubleshooting, and resolving application-related issues, ensuring optimal performance, and supporting the needs of the business. 

Key Responsibilities: 

Application Support & Troubleshooting: 

Provide second- and third-line support for business applications, with a focus on IBM-based technologies (IBM WebSphere, IBM DB2, etc.) or Capsil (or similar platforms). 

Incident Management: 

Investigate, diagnose, and resolve application-related issues, ensuring minimal disruption to business operations. Manage incidents within the company's service management system, adhering to SLAs. 

Proactive Monitoring: 

Monitor the health and performance of supported applications, ensuring they are operating at optimal levels. Utilize monitoring tools to identify potential issues before they affect business operations. 

Root Cause Analysis & Continuous Improvement: 

Conduct root cause analysis for recurring issues and collaborate with development teams to implement fixes or process improvements to reduce future incidents. 

Collaboration with Development & Infrastructure Teams: 

Work closely with development teams to troubleshoot application-related bugs and assist with deployments. Collaborate with infrastructure teams for hardware or network-related issues. 

System Upgrades & Patches: 

Support the deployment of software updates, patches, and upgrades for IBM or Capsil-based applications, ensuring minimal disruption to services. 

Documentation & Knowledge Sharing: 

Create and maintain documentation for supported applications, processes, troubleshooting steps, and known issues. Assist in developing knowledge articles to improve team efficiency and end-user self-service. 

User Support & Training: 

Provide support to end-users, answering queries and offering guidance on application usage. Assist in the development of user training materials and sessions. 

On-call Support (if applicable): 

Provide after-hours on-call support as required to resolve critical application issues. 

Key Requirements: 

Experience: 

Proven experience in application support, with hands-on expertise in IBM technologies (such as IBM WebSphere, IBM DB2, IBM MQ) or Capsil (or other similar platforms). 

Experience in diagnosing and troubleshooting complex application issues across multiple environments (development, testing, production). 

Familiarity with ITIL (Information Technology Infrastructure Library) practices, particularly incident and problem management. 

Technical Skills: 

Strong knowledge of application support processes and frameworks. 

Proficiency in SQL and database query troubleshooting (DB2, SQL Server, or similar). 

Experience with application monitoring tools and incident management systems (e.g., ServiceNow, Remedy). 

Knowledge of system administration and scripting (e.g., Shell, Python, PowerShell) is a plus. 

Problem Solving & Analytical Skills: 

Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues. 

Ability to quickly identify issues, assess their impact, and implement appropriate solutions. 

Communication & Collaboration: 

Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical users. 

Strong teamwork abilities, working effectively with cross-functional teams. 

Education: 

A degree in Computer Science, Information Technology, or a related field is preferred. 

Relevant certifications (e.g., ITIL, IBM certifications) are a plus. 

Desirable Skills: 

Experience with automation tools and scripting for application management. 

Familiarity with cloud-based applications and infrastructure. 

Experience in Agile or DevOps environments. 

Why Join Us? 

Be part of a collaborative, innovative, and dynamic IT team. 

Opportunities for career development and advancement. 

Competitive salary and benefits package. 

Work in a fast-paced and challenging environment with exposure to a variety of technologies