Application Support Analyst

Dye & Durham, a leading global provider of cloud–based software and technology solutions, provides critical information services and workflows used by clients all over the world to manage their process, information, and regulatory requirements. The company is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees. It offers rewarding opportunities for those with legal, tech, financial services and government relations expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.

Job Scope and Accountabilities:

• Demonstrate client-first approach in all tasks and strive for delivering exceptional client experiences
• Troubleshoot and diagnose application issues to identify a workaround/solution to mitigate and/or resolve the impact
• Perform proactive monitoring & respond to application related alerts
• Conduct root cause analysis (RCA) for recurring issues and major incidents, to identify corrective and preventive actions and areas for process improvement
• Ensure tickets are updated at regular intervals with quality status updates until closure
• Execute service requests such as configuration updates, data updates, report generation etc.
• Support product releases as needed
• Collaborate with development teams, infrastructure, third-party vendors and other internal stakeholders as needed
• Maintain technical documentation, including SOPs (Standard Operating Procedures), configuration, and troubleshooting guides
• Execute test plans following patching and other activities ensuring application quality and stability
• Participate in post-implementation reviews, identifying lessons learned and areas for improvement
• Support Business Continuity, Disaster Recovery, Penetration Tests, Upgrade related activities etc. as needed
• Work in a round-the-clock shift model providing 24/7 support. Participate in on call rotations on holidays and weekends
• Support auditing requirements
• Ensure compliance with IT policies, procedures, and standards, as well as industry regulations and best practices
• Stay current with industry trends, best practices, and emerging technologies, applying this knowledge to improve application support capabilities

Essential Skills and Abilities:

• 1-3 years of overall experience, with at least 1 year of experience in application

support, technical support, or a similar role.

• Experience with cloud-based technologies (e.g., AWS, Azure, Google Cloud)
• Experience with database management systems (e.g., SQL Server, PostgreSQL

MySQL, MongoDB, Oracle).

• Excellent problem-solving, analytical, and troubleshooting skills.
• Strong communication and interpersonal skills, with ability to work with technical

and non-technical stakeholders.

• Ability to work in a fast-paced environment, prioritizing multiple tasks and

deadlines.

• Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.

Good to Have:

• Strong scripting skills (e.g., PowerShell, Bash, Perl)
• Experience with one or more programming languages (e.g., Java, .NET, Python)
• ITIL knowledge of IT service management best practices

Do you share our DNA?

We ask how tomorrow can be better than today

We are passionate about solving our customer's challenges

Our ideas break boundaries

We value different perspectives and encourage dialogue

We take ownership and celebrate together