Senior Application Support Engineer at Credit Direct Limited

Responsible for the maintenance, support, and optimization of enterprise applications within the organization. This role ensures that applications run smoothly, efficiently, and securely, providing technical support and troubleshooting for end-users.

RESPONSIBILITIES:

Application Maintenance and Support:

• Provide technical support for enterprise applications, resolving issues and minimizing downtime. 
• Monitor application performance and ensure applications are running optimally. 
• Implement and manage application upgrades, patches, and enhancements. 
• Diagnose and resolve application-related issues, providing timely support to end-users. 
• Work closely with other IT teams to identify and address the root causes of application problems. 
• Maintain a log of all support requests and resolutions for future reference. 
• Communicate effectively with stakeholders, providing regular updates on the status of support requests and incident resolutions. 
• Collaborate with the development and database team members to deploy and support new applications, features, application updates, patches, and new releases, ensuring minimal disruption to end-users. 
• Communicate effectively with stakeholders to understand their needs and provide appropriate support. 
• Participate in regular team meetings to discuss ongoing issues and improvements. 
• Maintain detailed documentation of application configurations, processes, and procedures. 
• Provide technical support for enterprise applications, resolving issues and minimizing downtime. 
• Monitor application performance and ensure applications are running optimally. 
• Implement and manage application upgrades, patches, and enhancements. 
• Diagnose and resolve application-related issues, providing timely support to end-users. 
• Work closely with other IT teams to identify and address the root causes of application problems. 
• Maintain a log of all support requests and resolutions for future reference. 
• Communicate effectively with stakeholders, providing regular updates on the status of support requests and incident resolutions. 
• Collaborate with the development and database team members to deploy and support new applications, features, application updates, patches, and new releases, ensuring minimal disruption to end-users. 
• Communicate effectively with stakeholders to understand their needs and provide appropriate support. 
• Participate in regular team meetings to discuss ongoing issues and improvements. 
• Maintain detailed documentation of application configurations, processes, and procedures. 
• Generate reports on application performance, support requests, and issue resolutions. 
• Provide regular updates to the Head of Enterprise Application and Database Support. 

User Support and Training:

• Provide application support to internal users and external customers, addressing inquiries and resolving technical issues in a timely and efficient manner. 
• Provide end-user training as needed. 
• Develop and update user manuals and training materials. 
• Document and maintain knowledge articles, FAQs, and troubleshooting guides to assist users in resolving common issues independently. 
• Conduct training sessions to ensure users are proficient with enterprise applications. 

System Monitoring and Performance Tuning:

• Monitor application systems to ensure optimal performance and availability. 
• Proactively perform regular system checks and maintenance to prevent issues. 
• Optimize application configurations and settings to improve performance.
• Contribute to the continuous improvement of application support processes, identifying opportunities for automation, streamlining workflows, and enhancing efficiency.  

Requirements

Education/ Professional Qualification: 

• Bachelor’s degree in Computer Science, Information Technology, or a related.
• Relevant certifications (e.g., ITIL, Microsoft Certified: Azure Administrator) are added advantages. 

Experience: 

• Minimum of 3-5 years of experience in application support or a similar role.
• Proven experience in supporting enterprise applications in a financial institution or similar environment. 
• Experience with troubleshooting and resolving complex application issues. Strong knowledge of enterprise application platforms (e.g., ERP, CRM). 

COMPETENCIES REQUIREMENTS:

Technical:

• Cloud Computing 
• Cybersecurity Management  
• Data Analysis 
• Database Management 
• Digital Transformation 
• Information Security Management​ 
• IT Application Support ​ 
• IT Governance and Compliance 
• IT Infrastructure Management 
• IT Service Management (ITSM) 
• Mobile Device Management  
• Network Administration 
• Programming and Scripting 
• Project Management  
• Quality Assurance  
• Regulatory Compliance 
• Software Development 

Behavioural:

• Entrepreneurial Mindset 
• Excellence 
• Execution 
• Energy 
• Empathy 
• Evolution 
• Emotional Intelligence 
• Business Acumen 
• Decision-Making 
• Result Oriented 
• Strategic Thinking
• Communication - written & verbal 
• Stakeholder Management 
• Developing Others
• Analytical Thinking 
• Leading Change
• Managing Risk 
• Service Orientation