IT Applications Support

About the role

As an IT Application Support specialist, you serve as the Level II Support bridge connecting end-users, IT Service Desk (L1), and core technical teams (Developers, DBAs, ETL Data Engineers, and Workforce Management). You will solve complex application challenges, monitor SQL database jobs, modify SQL scripts, collaborate on outage escalations, and propose continuous system enhancements.

What you'll do

• Dev, DBA & Cross-Functional Collaboration: Partner with L3 Developers, DBAs, ETL Data Engineers, and Workforce Management (WFM) to investigate system issues
• Database Operations & Job Monitoring: Actively check SQL Server job executions, inspect automated tasks/feedfiles
• Participate in comms bridges, provide regular escalation updates (every 30 mins to 4 hours based on severity), and draft Initial Root Cause Analysis (RCA) documents
• Knowledge Base & Documentation: Author and maintain Knowledge Base (KB) articles and SOPs in ServiceNow to empower L1 teams and end-users to resolve common issues…

What you need

• 1–2 years in it support & networking
• SQL
• Research
• ServiceNow
• ETL
• Root cause analysis
• JIRA
• Any graduate

Good to have

• SQL Server
• Incident response
• Bug tracking
• SOP writing