Job Description for Applications Support
As an Applications Support staff, your primary responsibility is to ensure that the projects’ software
applications are functioning properly and meeting business requirements. You will work closely with
vendors, business users, and other IT teams to troubleshoot issues and maintain the applications.
Job Responsibilities:
1. Application Support: Provide first and second level technical support to end-users of the projects’
applications, troubleshooting and resolving issues in a timely manner.
2. Incident management: Monitor and manage the application support queue, ensuring that issues are
logged, triaged, and resolved within the defined SLAs.
3. Root Cause Analysis: Perform root cause analysis on application issues, identifying the underlying
cause and proposing solutions to prevent recurrence.
4. Release Management: Participate in the deployment of new application releases, ensuring that they
are properly tested and deployed in accordance with the change management processes.
5. Maintenance: Work with the vendors team to ensure that applications are properly maintained and
updated to meet changing business requirements.
6. Documentation: Create and maintain documentation related to the applications, including standard
operating procedures, and troubleshooting guides.
7. Collaboration: Work with other IT teams, such as infrastructure, database, and security, to ensure that
applications are properly integrated and secured.
8. Process Improvement: Identify areas for process improvement within the application support
function, proposing and implementing changes to improve efficiency and effectiveness.
9. Training: Provide training to end-users and other IT staff on the use and maintenance of the
applications.
Requirements:
Strong analytical and problem-solving skills
Possess positive work attitude, self-motivated in a highly demanding environment
Excellent communication skills
Able to work collaboratively with a diverse group of stakeholders
Experience with application support tools and technologies
Good understanding of software development and maintenance processes
