Job Description

We are seeking a Software Engineer – Application Support to provide Level 2 (L2) and Level 3 (L3) application support. The role will be responsible for investigating and resolving issues escalated by L1 support, performing root cause analysis, implementing fixes and data patches, conducting unit testing, and preparing technical documentation.

The ideal candidate should have hands-on experience in Java, SQL, and application support, with strong troubleshooting and communication skills.

Key Responsibilities

• Investigate, troubleshoot, and perform log analysis and diagnosis for incidents, problems, and defects escalated by the L1 support team.
• Participate in application testing, issue reproduction, and root cause analysis.
• Develop and implement workarounds, corrective fixes, and data patches for incidents and problems.
• Perform unit testing and validation of implemented solutions.
• Monitor application performance, response times, availability, and resource utilisation.
• Prepare technical documentation, solution documents, and troubleshooting guides.
• Assist with data extraction and related support requests.
• Take ownership of incident and problem tickets through to resolution, ensuring issues are resolved within agreed SLAs.
• Provide technical support during application deployment and release activities.
• Collaborate closely with IT teams, business users, vendors, and other relevant stakeholders.
• Identify opportunities for system and process improvements and propose practical solutions to address system gaps.
• Perform system and data recovery activities when required.
• Work in accordance with established company policies, procedures, security standards, and regulatory requirements.

Requirements

• Diploma or Degree in Information Technology, Information Systems, Computer Science, or a related discipline.
• 2–3 years of relevant IT experience, preferably in L2/L3 application or production support.
• Hands-on experience with Java programming.
• Experience in troubleshooting application issues and performing log analysis.
• Experience with SQL queries and scripting.
• Proven experience in system and data recovery.
• Familiarity with Microsoft applications.

Preferred Technical Skills

• Knowledge or experience in the following would be advantageous:
• Jira
• Amazon Web Services (AWS)
• Linux

Key Competencies

• Strong analytical, troubleshooting, and problem-solving skills.
• Good written and verbal communication skills in English.
• Strong sense of ownership and personal responsibility.
• Able to work independently with minimal supervision.
• Good learning agility and ability to develop creative and effective solutions.
• Strong integrity, credibility, and customer-centric mindset.
• Able to collaborate effectively with technical teams, business users, and other stakeholders.
• Comfortable working within established policies, procedures, and regulatory requirements.