IT Applications Support Specialist

<h2>Responsibilities</h2><ul>
<li>Investigate and resolve application-related incidents through the organization’s ITSM platform; escalate or forward tickets to internal IT teams or external vendors when necessary</li>
<li>Monitor the performance and availability of business applications, implement proactive measures to prevent issues, and participate in root cause analysis for recurring incidents</li>
<li>Handle user requests (service requests) in line with the service catalog and SLA specifications; provide technical support to end-users and central departments</li>
<li>Collaborate with development teams and vendors to support system upgrades, maintenance, and application updates</li>
<li>Prepare and maintain documentation such as user manuals, FAQs, and training materials</li>
<li>Generate incident and SLA performance reports, and contribute to operational reporting</li>
</ul><h2>Requirements</h2><ul>
<li>Bachelor’s in Computer Science, Information Technology, Engineering, Business, or related fields</li>
<li>2–5 years in application support or IT operations</li>
<li>Knowledge of SLA management, service catalogs, and reporting tools</li>
<li>Familiarity with SQL, scripting, monitoring, or automation tools</li>
<li>ITIL Certification (Preferred)</li>
<li>Understanding of cloud-based applications, software architecture, and cybersecurity fundamentals</li>
<li>Experience with ITSM tools (e.g., ServiceNow), SAP, and observability platforms</li>
</ul><h2>Benefits</h2><ul>
<li>Continuous training in new technologies and tools</li>
<li>Career development and growth opportunities</li>
<li>Competitive bonus scheme, performance-based</li>
</ul>