Description:
We Want You:Ready to take the lead in solving complex technical challenges? BET Software is looking for two skilled Senior Application Support Analysts to join our innovative Durban Team. In this role, you’ll be the go-to expert for troubleshooting, resolving software issues, and ensuring seamless application performance. You’ll collaborate with developers, maintain detailed records of bugs and fixes, and provide on-call support in our 24-hour operation. Beyond problem-solving, you’ll also mentor junior team members and drive continuous improvements to keep our systems running at their best. If you're up for the challenge, apply now.
You Bring:
- Matric
- Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
- ITIL Certifications (advantageous).
- Microsoft Certifications (advantageous).
- Minimum 3 years in an Application Support environment
- Minimum 1-year experience with databases
- Minimum 1-year experience with server/client-side languages
- Experience with service-level agreements and ticket management tools
- Experience with IT service management frameworks (e.g., ITIL) and incident management processes
- Exposure and experience with SQL
- Expertise in writing complex SQL queries, creating reports and maintaining databases
- Exposure and experience with monitoring tools such as Dynatrace, Elastic, Grafana and Prometheus
- Understanding of change management processes and experience in coordinating software deployments and releases.
Key skills/attributes/position-specific competencies:
- Strong written and verbal communication skills.
- Excellent problem-solving and attention to detail.
- Ability to multi-task in a deadline-driven environment.
- Strong organizational and leadership skills.
- Customer-focused attitude with a commitment to high-quality support.
- Proficiency in Microsoft Office and software development skills.
- High level of integrity, confidentiality, and professionalism.
- Expertise in troubleshooting, debugging, and change management.
- Proven leadership and mentoring capabilities.
- Strong commitment to continuous improvement and operational excellence.
What You’ll Do: Technical Support:
- Act as the third-level contact for unresolved technical issues.
- Manage incident queues, prioritize escalations and ensure timely resolutions.
- Conduct root cause analysis to identify and mitigate recurring issues.
- Provide clear communication to stakeholders during outages or major incidents.
- Ensure all solutions are secure, maintainable and enhance support efficiency.
- Support operational teams in solution delivery.
- Monitor newly deployed solutions for stability.
- Conduct impact analysis for defects and rollback events.
- Oversee and guide UAT and regression testing.
- Ensure compliance with change management processes.
- Maintain and support business-critical applications.
- Provide expert-level troubleshooting and debugging support.
- Lead high-priority incident resolution and coordinate stakeholder communication.
- Develop and maintain technical support documentation.
- Mentor junior analysts and drive process improvements.
- Lead disaster recovery planning and business continuity strategies.
Knowledge Base Maintenance:
- Maintain and support business-critical applications.
- Provide expert-level troubleshooting and debugging support.
- Lead high-priority incident resolution and coordinate stakeholder communication.
- Develop and maintain technical support documentation.
- Mentor junior analysts and drive process improvements.
- Lead disaster recovery planning and business continuity strategies.
- Provide strategic insights on application support, risk mitigation and process optimization.
- Identify opportunities for automation and efficiency improvements.
- Lead post-incident reviews and implement corrective actions.
- Ensure IT service management frameworks (e.g., ITIL) are followed.
Alert Management and Communication
- Send alerts for system outages and maintenance updates.
- Ensure stakeholders are informed of issue resolution progress.
- Adhere to SLAs and oversee incident management procedures.
- Mentor junior analysts in escalation handling and service improvements.
Living the Spirit:
- Commitment to Excellence – Striving for top-tier support and continuous improvement.
- Innovation & Adaptability – Embracing change and finding resourceful solutions.
- Collaboration & Communication – Fostering teamwork and open dialogue.
- Customer-Centric Approach – Prioritizing effective resolutions and client satisfaction.
- Ownership & Continuous Growth – Taking responsibility and pursuing ongoing development.
At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest. Please note that only Team members who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.
Requirements:
- Matric
- Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
- ITIL Certifications (advantageous).
- Microsoft Certifications (advantageous).
- Minimum 3 years in an Application Support environment
- Minimum 1-year experience with databases
- Minimum 1-year experience with server/client-side languages
- Experience with service-level agreements and ticket management tools
- Experience with IT service management frameworks (e.g., ITIL) and incident management processes
- Exposure and experience with SQL
- Expertise in writing complex SQL queries, creating reports and maintaining databases
- Exposure and experience with monitoring tools such as Dynatrace, Elastic, Grafana and Prometheus
- Understanding of change management processes and experience in coordinating software deployments and releases.
- ITIL Certifications (advantageous).
- Microsoft Certifications (advantageous).
- Strong written and verbal communication skills.
- Excellent problem-solving and attention to detail.
- Ability to multi-task in a deadline-driven environment.
- Strong organizational and leadership skills.
- Customer-focused attitude with a commitment to high-quality support.
- Proficiency in Microsoft Office and software development skills.
- High level of integrity, confidentiality, and professionalism.
- Expertise in troubleshooting, debugging, and change management.
- Proven leadership and mentoring capabilities.
- Strong commitment to continuous improvement and operational excellence.
- Act as the third-level contact for unresolved technical issues.
- Manage incident queues, prioritize escalations and ensure timely resolutions.
- Conduct root cause analysis to identify and mitigate recurring issues.
- Provide clear communication to stakeholders during outages or major incidents.
- Ensure all solutions are secure, maintainable and enhance support efficiency.
- Support operational teams in solution delivery.
- Monitor newly deployed solutions for stability.
- Conduct impact analysis for defects and rollback events.
- Oversee and guide UAT and regression testing.
- Ensure compliance with change management processes.
- Maintain and support business-critical applications.
- Provide expert-level troubleshooting and debugging support.
- Lead high-priority incident resolution and coordinate stakeholder communication.
- Develop and maintain technical support documentation.
- Mentor junior analysts and drive process improvements.
- Lead disaster recovery planning and business continuity strategies.
- Maintain and support business-critical applications.
- Provide expert-level troubleshooting and debugging support.
- Lead high-priority incident resolution and coordinate stakeholder communication.
- Develop and maintain technical support documentation.
- Mentor junior analysts and drive process improvements.
- Lead disaster recovery planning and business continuity strategies.
- Provide strategic insights on application support, risk mitigation and process optimization.
- Identify opportunities for automation and efficiency improvements.
- Lead post-incident reviews and implement corrective actions.
- Ensure IT service management frameworks (e.g., ITIL) are followed.
- Send alerts for system outages and maintenance updates.
- Ensure stakeholders are informed of issue resolution progress.
- Adhere to SLAs and oversee incident management procedures.
- Mentor junior analysts in escalation handling and service improvements.
- Commitment to Excellence – Striving for top-tier support and continuous improvement.
- Innovation & Adaptability – Embracing change and finding resourceful solutions.
- Collaboration & Communication – Fostering teamwork and open dialogue.
- Customer-Centric Approach – Prioritizing effective resolutions and client satisfaction.
- Ownership & Continuous Growth – Taking responsibility and pursuing ongoing development.
27 Mar 2025;
from:
careers24.com