Job Summary

We are looking for an experienced Application Support Engineer to join our team and be responsible for providing technical application support during regular working hours as well as on-call support when required.

The role will focus on ensuring the availability, stability, security, and performance of business-critical applications. The successful candidate will troubleshoot and resolve technical issues, support system upgrades and deployments, manage service restoration, and ensure seamless integration between applications and back-end systems.

The candidate will work closely with technical teams, application owners, infrastructure teams, and other stakeholders to identify root causes, implement effective solutions, and continuously improve system reliability.

Key Responsibilities

• Provide application support during working hours and on-call, ensuring timely resolution of technical incidents and service requests.
• Troubleshoot and resolve global and individual application issues, minimizing business impact and service downtime.
• Monitor application health, performance, and availability and take proactive actions to prevent potential incidents.
• Perform technical reviews of applications and proposed changes to ensure alignment with technical and operational standards.
• Support system upgrades, patches, enhancements, and maintenance activities.
• Perform service restoration activities and ensure applications are returned to normal operation within agreed SLAs.
• Troubleshoot application and integration issues across front-end, application, database, and back-end components.
• Support and maintain integration with back-end systems, APIs, databases, and other enterprise applications.
• Ensure application and system configurations comply with established security and operational standards.
• Participate in identifying security vulnerabilities and implementing appropriate corrective actions.
• Manage and support application deployments across relevant environments.
• Coordinate with development, infrastructure, DevOps, database, and other technical teams during deployments and production activities.
• Perform root cause analysis for recurring and major incidents and recommend preventive solutions.
• Prepare and maintain technical documentation, incident reports, troubleshooting guides, and operational procedures.
• Provide clear and accurate technical and analytical reports to relevant stakeholders.
• Handle multiple incidents, priorities, and technical activities simultaneously while maintaining service quality.
• Take initiative in identifying operational improvements and proactively resolving potential system issues.
• Participate in continuous improvement initiatives to enhance application stability, performance, and support processes.
• Provide technical support for customer care systems and related business applications.

Application Experience

Experience supporting one or more of the following applications is highly preferred:

• Risk
• WinCash
• Extranet
• eShop

Core Competencies

• Strong analytical and troubleshooting skills.
• Excellent problem-solving and decision-making abilities.
• Ability to work effectively under pressure, particularly during critical incidents and service outages.
• Strong communication and stakeholder management skills.
• Ability to prioritize and manage multiple tasks simultaneously.
• Strong sense of ownership and accountability.
• Proactive approach to identifying and resolving technical issues.
• Ability to work independently as well as collaboratively within cross-functional teams.
• Willingness and ability to provide on-call support when required.
• Strong documentation and technical reporting skills.