Application Support Developer

Roles & Responsibilities

We are seeking experienced Application Support Developer to provide Level 1 (L1) and Level 2 (L2) support for our 24x7 business applications. This role involves providing high quality support for our applications, resolving technical issues at both Level 1 and Level 2, ensuring timely and effective resolution in line with SLAs. The successful candidates will also be responsible for coordinating with Level 3 application vendors for escalations and complex problem resolutions, to ensure minimal downtime and maximum performance.

Responsibilities:

1. L1 Support:

a) Collaborate closely with IT Service Desk and serves as the first point of contact for application support issues, providing prompt and professional assistance to

end users.

b) Conduct initial triage and diagnosis of incident and/or problems to determine

their urgency and impact on business operations. Review and refine the

application categories and problem statements supplied by the IT Service Desk.

This process includes reassessing and, if necessary, reprioritizing incidents and

problems based on their severity and potential impact on business operations.

c) Record detailed information about identified incidents and/or problems,

including symptoms, affected components, and potential root causes. Attempt

to troubleshoot and resolve known issues using predefined procedures or

workaround solutions, resolving basic to intermediate technical problems,

escalating to L2 or L3 support when necessary.

d) Verify issue resolution and ensure that appropriate corrective actions have been

taken. Close incident and/or problem records in the IT service management

(ITSM) system once the incidents and/or problems are resolved, and update

documentation with lessons learned and recommended preventive measures.

e) Proactive monitoring of the application performance and health, identifying

potential issues, responding to alerts and incidents promptly.

f) Fulfil application related service requests (such as user access rights requests,

configuration changes, onboarding/offboarding accounts) via the ticketing or

workflow system as per the agreed timelines. Provide users with guidance on

application functionality and usage and deliver basic training as needed.

g) Monitor the status and progress of open incidents/problems/service requests

throughout their lifecycle. Track incidents/problems/service requests resolution

activities, update problem records with relevant information, and communicate

regular status updates to stakeholders as required.

h) Document and track support issues, resolutions, and any escalations in the

ticketing system and/or service request systems.

i) Participate in the creation and maintenance of support documentation and

knowledge base articles.

j) Perform scheduled tasks such as running predefined scripts or automated

tasks, backups, updates, patches, and system checks to ensure optimal

performance and security. Ensure that scheduled maintenance tasks are

completed within agreed-upon maintenance windows to minimize disruption to

users.

k) Conduct periodic reviews of the security access control matrix to ensure that it

aligns with business intent, security policies, and regulatory requirements. This

process includes identifying and rectifying any discrepancies in security access

controls and permissions.

2. L2 Support:

a) Collaborate with L1 support for proactive identification and resolution of any

applications issues, software bugs, errors, or vulnerabilities to prevent system

downtime or disruptions to business operations. Regular monitoring and

assessment of application health and performance to ensure optimal

performance, reliability, and security.

b) Handle escalations from L1 support and provide in-depth troubleshooting and

resolution for more complex application issues. Actively engaged in application

troubleshooting, testing, deployment, and configuration management, including

application updates and patches. Provide guidance and support to L1

engineers, helping them to develop their skills and improve their troubleshooting

capabilities.

c) Escalate problems to appropriate support teams or escalation paths as needed,

based on predefined escalation procedures and severity levels. Ensure timely

escalation to minimize impact on business operations.

d) Coordinate problem resolution efforts with other relevant L3 parties, support

teams, vendors, third-party service providers or stakeholders as needed to

facilitate troubleshooting, resolution and service delivery, and ensure the overall

stability and performance of supported applications.

e) Providing timely updates and communication to users regarding incidents,

problems, service requests, and maintenance activities. Including estimated
resolution times and workarounds if applicable. Verify successful resolution of

incidents, problems and/or service requests, and obtain user confirmation.

f) Conduct root cause analysis for recurring issues and implement long-term

solutions.

g) Review, maintain and update detailed documentation on incidents and/or

problems, troubleshooting steps and resolutions, support procedures and

application configurations to facilitate knowledge retention, resolution and user

support.

h) Prepare and deliver regular reports on application performance, incident trends,

and support activities to stakeholders.

Requirements:

1. Technical Skills:

a) L1:

• Proficiency in troubleshooting and diagnosing application issues.

• Familiarity with ticketing systems and support tools.

• Experience with application monitoring tools and techniques, including log

analysis.

• Experience with common software applications and basic scripting.

b) L2:

• In-depth knowledge of application support methodologies, including

incident management, problem management, and change management.

• Proficiency in troubleshooting application issues across various platforms

and environments, including database queries (SQL), application logs

analysis, and middleware.

• Familiarity with cloud platforms (AWS, Azure) and virtualization

technologies.

• Experience with system and application monitoring tools.

• Strong understanding of ITIL practices and methodologies.

• Familiarity with DevOps practices and tools is a plus.

• Knowledge of scripting and automation tools for automating repetitive tasks.

2. Soft Skills:

a) Communication:

• Excellent verbal and written communication skills to interact effectively with

users, team members, and vendors.

• Ability to explain technical issues to non-technical users clearly and

concisely.

b) Problem-Solving:

• Strong analytical and problem-solving skills with a proactive approach to

identifying and resolving issues.

• Ability to work under pressure and handle multiple priorities in a fast-paced

environment.

c) Coordination and Collaboration:

• Experience in coordinating with external vendors, especially for escalated

issues requiring L3 support.

• Ability to collaborate effectively with cross-functional teams and

stakeholders.

d) Customer Service:

• Strong customer service orientation with a focus on providing high-quality

support and maintaining user satisfaction.

• Experience in handling escalations and managing customer expectations.

• Patience and empathy when dealing with user issues and frustrations.

e) Leadership:

• Leadership qualities, with experience in guiding and mentoring junior

support staff.

Qualifications:

1. Bachelor’s degree in Computer Science, Information Technology, or a related field,

or equivalent work experience.

2. Experience in application support, with a focus on advanced troubleshooting and

issue resolution.

3. Experience working with external vendors and managing escalations.

4. ITIL Foundation certification or higher is highly desirable.

We regret to inform that only shortlisted candidates will be notified. Please note that your response to this advertisement will constitute informed consent to the collection, use, and/or disclosure of personal data by AlwaysHired, its affiliates and, where necessary, to relevant third parties, for purposes such as job application processing, career advisory, research, and other administrative purposes, in compliance with the relevant provisions of the Privacy Policy available at www.alwayshired.com.sg/privacy-policy.

Cheong Chaw Yong | Registration Number: R1876426 | AlwaysHired Pte Ltd

EA Licence No: 24C2293

Tell employers what skills you have

Mentoring
IT Service Management
Troubleshooting
Change Management
Application Monitoring
Root Cause Analysis
Scripting
Information Technology
Problem Management
Service Desk
Application Support
Windows
ITIL
Incident Management
Service Delivery

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