Application Support Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver Level 2/3 support for mission-critical applications, addressing incidents, service requests, and problems within SLAs.

• Conduct root cause analysis and implement enduring solutions or workarounds.

• Oversee application performance, availability, and health utilizing APM and logging tools.

• Serve as the technical liaison for designated client applications and nurture stakeholder relationships.

• Convert technical challenges into business-friendly terms and provide updates on incidents, changes, and service performance.

• Engage in service reviews and report on performance metrics, trends, and improvement strategies.

• Manage incidents and service requests via ITSM platforms such as ServiceNow.

• Contribute to problem management, trend analysis, and documentation of known errors.

• Evaluate, implement, and validate application modifications.

• Execute maintenance, patching, configuration updates, and performance optimization.

• Collaborate with vendors and internal teams on upgrades, hotfixes, and enhancements.

• Identify opportunities for automation and efficiency enhancements.

• Maintain technical documentation, support runbooks, standard operating procedures, and knowledge base articles.

• Assist with deployments across development, testing, and production environments.

• Validate releases through smoke testing and post-deployment verification.

• Coordinate with DevOps, infrastructure, and client teams during release cycles.

• Ensure adherence to security standards, access controls, and audit requirements.

• Participate in vulnerability remediation and patching efforts.

• Support audits with necessary evidence and documentation.

• Analyze support trends and propose service enhancements.

• Contribute to scripting, monitoring improvements, and self-healing initiatives.

• Stay updated with supported technologies and suggest modernization opportunities.

• Operate within contractual obligations, SLAs, and KPIs.

• Identify and escalate risks related to service delivery.

• Assist in effort estimation and service improvement plans or minor project tasks.

⛳️ Requirements

• Bachelor's Degree.

• Proficient understanding of application support processes, including incident, problem, and change management.

• Familiarity with business applications such as ERP, CRM, or other line-of-business systems.

• Basic knowledge of databases and capability to execute simple queries (e.g., SQL) for troubleshooting purposes.

• Awareness of ITSM tools and ticket-based support workflows (e.g., ServiceNow or equivalent).

• General understanding of infrastructure fundamentals, including servers, cloud platforms, and networking basics.

• Strong analytical and troubleshooting skills with a methodical approach to problem resolution.

• Clear communication abilities, able to articulate technical concepts to non-technical stakeholders.

• Capacity to manage and prioritize multiple tasks in a client-facing, SLA-driven environment.

• Customer-oriented mindset with a proactive approach to service enhancements and issue prevention.

• Willingness to learn, adapt, and collaborate effectively within a team and with client stakeholders.

• Proven experience managing non-human identities, secrets, and key management solutions.

• Knowledge of cloud identity and security architectures.

• Familiarity with security posture management and compliance frameworks.

• Strong capability in architecture and solution design.

• Ability to function as an enterprise leader, influencing across business and technology domains.

• Excellent skills in stakeholder engagement and communication.

• Proven ability to lead, mentor, and elevate technical teams.

• Strong risk management awareness and security mindset.

🏝️ Benefits

• Work with state-of-the-art tools and AI-driven platforms.

• Engage in meaningful projects that yield tangible business results.

• Join a high-performing, client-focused team dedicated to growth and innovation.

• Experience an inclusive, collaborative, and high-achieving workplace.

• Gain exposure to intricate application landscapes, client interactions, and modern support methodologies.