I. BASIC PURPOSE / JOB BRIEF:

Provides day-to-day support to oversee the efficient running of the company’s computer software applications ensuring that the systems meet their optimum potential. He/She acts as the company’s expert in the functionality of our corporate software applications as well as supports the Business, and IT Support Services in terms of service delivery, development, policy advice, and formulation.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Troubleshooting Incidents of mission critical IT Application software and provides quick fix to restore application system availability for business operations.
• Investigate reported issues and problems with software applications, diagnose root causes and provides permanent fix. Responsible for identifying known errors and problem trends and for finding permanent solutions.
• Collaborate with other IT teams to resolve complex technical issues and escalate when necessary.
• Create documentation of support processes, system configurations, and troubleshooting steps to define application support standards (SOP’s).
• Provides Support on projects to keep Application software stability and make sure they are hosted on the latest supported platforms.
• To maintain the application access provision, including account maintenance, access role/matrix updates and account terminations.
• Close coordination with third party solution provider / vendor on the timelines and delivery dates of solutions and enhancements/bug fixes.
• Assist with on-boarding of new business applications, analyze the requirements of end users, and then test integrated applications.
• To assist users of the company’s software applications by providing expert knowledge of the software used.
• To install software upgrades and ensure that the company’s systems are maintained and fit for purpose.
• To act as the application adviser/ subject matter expert / problem solver in respect of corporate applications and advise the Line Manager of best ways to maximize the usage of applications.
• To keep in touch with current practice, security, changes in legislation, identify future trends and ensure users and own skill levels are maintained.

III. JOB SPECIFICATIONS:

Educational Requirement: 

• Bachelor’s Degree in Information Technology or Computer Science, or any related field preferred.
• ITIL Certification is an advantage

Experience Requirements:

• 3 years and above experience in Application Support and/or IT Production Support for multiple Application Software

Skills and Attributes:

• Strong knowledge of SQL Databases / SQL scripting, Windows and/or Unix/Linux operating systems, troubleshooting methodologies, and system integration principles.
• Basic working knowledge on Network and Application Infrastructure/Architecture

Other Qualifications:

• Strong Organizational Skills.
• Excellent verbal and written communication and interpersonal skills across all levels.
• Ability to manage multiple parallel activities and set priorities.
• Ability to work and collaborate across multiple team in an organization.