Application Support - The1

The Application Support will be responsible for providing operational and technical support for mobile and web applications and related systems. This role ensures the high availability, stability, and reliability of applications, investigates and resolves incidents, works with development and infrastructure teams for escalations, and contributes to continuous service improvement.

Responsibilities

• Provide day-to-day application support, including monitoring, troubleshooting, and resolving incidents within agreed SLAs.
• Serve as the first/second line of technical support, escalating issues to Software Engineering teams as necessary.
• Perform root cause analysis for recurring incidents and recommend preventive solutions.
• Support application deployments, release validation, and post-release monitoring to ensure smooth delivery.
• Collaborate with business users to understand issues, provide timely resolutions, and ensure effective communication.
• Document troubleshooting steps, create knowledge base articles, and support user training when needed.
• Monitor application health using available monitoring tools, ensuring proactive detection of potential issues.
• Participate in on-call rotation support to provide support coverage when required.

Qualifications

• Strong English communication skills (English interview required)
• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or related fields.
• 3–5 years of experience in application support or technical support roles.
• Experience in Service Management process is a plus.
• Solid understanding of application support processes, incident management, and problem management.
• Good knowledge of SQL for query and troubleshooting purposes.
• Familiarity with monitoring & logging tools (e.g., Jaeger, Kibana, Grafana, or equivalent).
• Understanding of operating Unix systems and basic networking.
• Exposure to APIs, microservices, or Software deployment is an advantage.