Application Specialist

About the role

The Application Specialist is the first point of contact for customer application incidents and service requests. The role handles initial investigation, troubleshooting and escalation, monitors daily application operations, and makes sure issues are resolved within agreed SLAs.

Key responsibilities:

• Log, categorise and prioritise tickets on the ITSM platform by severity and business impact.
• Troubleshoot and resolve common issues, such as user access, application errors and transaction queries, using established guides.
• Escalate complex issues to L2/L3 teams with full investigation details, including logs, screenshots and transaction references.
• Track cases through to resolution within SLA and confirm the fix with the customer before closing.
• Carry out routine health checks on application availability, batch jobs, interfaces and transaction status.
• Spot alerts, exceptions and recurring incidents, and escalate abnormal findings promptly.
• Reproduce reported issues and identify the likely cause: user error, configuration, data or a technical fault.
• Review logs and run read-only database queries where approved.
• Support smoke testing and post-deployment validation against predefined test cases.
• Give customers and internal stakeholders clear, timely status updates.

Job requirements:

• Diploma or degree in IT, Computer Science, Information Systems or a related field.
• 1–3 years in application support, IT operations, service desk or technical support.
• Working knowledge of web-based enterprise applications, ticketing systems, application logs and basic SQL.
• Clear communicator with a customer-first mindset and strong ownership.
• Analytical, detail-oriented and accurate in documentation.
• Able to manage multiple tickets and stay composed during critical incidents.
• Works well in a team and is keen to learn new systems.
• Experience with enterprise or banking applications is an advantage.
• ITSM platforms, ITIL incident management, REST APIs and integrations, monitoring and log analysis tools, and exposure to banking, loyalty or rewards platforms are preferred.
• Fresh graduates with good technical aptitude and communication skills may be considered.