Application Support Analyst

Job Description

The Application Support Analyst is responsible for monitoring, troubleshooting, and maintaining business applications to ensure smooth day-to-day operations.
The role involves investigating application issues, identifying root causes, and coordinating with development and infrastructure teams for resolution.
The analyst will handle user requests, incidents, and service tickets while maintaining agreed service levels.
The position requires strong analytical, communication, and problem-solving skills with a focus on application availability and user satisfaction.

Key Responsibilities:

Monitor business applications and identify application performance or availability issues.
Analyze and troubleshoot application incidents reported by users or monitoring systems.
Provide timely technical support and resolution for application-related problems.
Log, categorize, prioritize, and update incidents in the IT service management system.
Coordinate with development, database, infrastructure, and third-party teams for complex issues.
Perform root-cause analysis and document recurring application problems.
Assist with application deployments, upgrades, patches, and configuration changes.
Prepare and maintain technical documentation, troubleshooting guides, and knowledge articles.
Track incidents against agreed SLAs and escalate critical issues when required.
Participate in application testing and production validation after changes.