Application Support Analyst

• Logging application issues from users and business units
  
• Troubleshooting application errors
  
• Validating reported defects
  
• Checking transaction status where applicable
  
• Supporting users on application navigation
  
• Escalating technical issues to Engineering or Infrastructure teams
  
• Monitoring daily application health
  
• Tracking open tickets to closure
  
• Preparing daily support reports
  
• Supporting post-release validation
  
• Maintaining issue logs and knowledge base articles
  
• Investigating application errors and production issues
  
• Reviewing application logs
  
• Validating API responses and error codes
  
• Supporting integration issue investigation
  
• Performing database checks where approved
  
• Investigating transaction and workflow failures
  
• Supporting root-cause analysis
  
• Working with Engineering on defect resolution
  
• Validating fixes before closure
  
• Supporting deployment and release monitoring
  
• Creating technical support runbooks
  

Requirements

• Bachelors degree in Computer Science Information Technology Engineering or a related field.
  
• 35 years experience in Application Support Technical Support IT Operations or a similar role preferably within fintech or financial services.
  
• Strong understanding of enterprise/business applications and transaction-based systems.
  
• Experience with support ticketing/helpdesk tools such as Jira Zendesk or similar platforms.
  
• Basic to intermediate knowledge of SQL and database querying for troubleshooting and data validation.
  
• Familiarity with APIs API response codes and integration troubleshooting.
  
• Ability to analyze application/system logs and identify root causes of issues.
  
• Understanding of incident management escalation processes and SLA-driven support environments.
  
• Basic knowledge of cloud infrastructure servers and application architecture.
  
• Experience supporting fintech products digital payments or transaction workflows is an added advantage.
  
• Strong problem-solving and analytical skills with attention to detail.
  
• Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.
  
• Ability to prepare reports document issues and maintain knowledge base/runbooks.
  
• Ability to work under pressure prioritize tasks and manage multiple issues simultaneously.
  
• Willingness to work in shifts weekends or on-call support where required.
  
  
  

Benefits