Application Support Analyst (4-5 yrs)

Role:

- The Application Support Team works closely with Software Engineering teams to ensure the smooth operation of core payment systems, client-facing web applications, and API integrations.

- The team investigates, replicates problems, and provides best practice guidance for these products. With in-depth knowledge, they handle escalations from other support teams.

- This role oversees the team's daily activities while actively contributing to operations.

- This role involves setting an example for the team, managing escalations, liaising with stakeholders, and driving the team's success.

Key Relationships :

- Finance Team, Account Managers, Customer Support, Development Teams, Product Teams, Quality Assurance (QA).

Responsibilities :

Leadership :

- Establish, review, and maintain operational policies and procedures.

- Monitor service delivery to ensure SLA targets are met.

- Analyse ticket trends to identify opportunities for efficiency improvements.

- Ensure quality standards are consistently met.

- Provide guidance and direction to achieve team goals.

- Lead triage sessions to allocate and resolve incidents effectively.

- Act as the escalation point for complex incidents and service requests.

- Mentor and coach team members to enhance their performance.

- Conduct performance reviews and provide structured feedback.

- Define and track KPIs, ensuring alignment with team objectives.

- Provide regular reports on key issues to help drive corrective measures and solutions.

Application Support :

- Act as a senior analyst to handle complex issues and support requests.

- Ensure timely and professional resolution of support tickets.

- Lead triage sessions to coordinate and prioritize incidents.

- Identify and implement process improvements, such as automation.

- Conduct root cause analysis and implement preventive measures.

- Maintain and expand the internal Knowledge Base with detailed documentation.

- Perform daily checks and maintenance on applications.

- Support data analysis and reporting tasks.

- Participate in a 24x7 on-call support rotation.

- Collaborate with Product teams on requirements gathering and testing phases.

- Train and mentor staff and clients on system usage and best practices.

Required Skills :

- Experience in Application Support, Integration Support, QA, or related roles (experience in the payments industry is a plus).

- Strong knowledge of REST APIs and tools like Postman and SOAPUI.

- Proficient in T-SQL.

- Strong problem-solving, organizational, and analytical skills.

- Ability to quickly learn and apply new information.

- Effective communicator with strong interpersonal skills.

- Ability to work both independently and collaboratively.

Preferred Skills :

- Experience writing Postman and SQL scripts.

- Familiarity with software development or ability to read/debug code in C# and PHP.

- Background in the payments industry.