Application Support Specialist III

About the role

The Application Support Specialist III provides specialist support to technical and business users and helps ensure that IT operations within the Digital Service Layer (DSL) run smoothly. The role plans and coordinates application support activities, investigates complex incidents and root causes, supports changes, releases and deployments, and communicates clearly with teams, stakeholders and users. It also supports the DSL Platform as a Service (PaaS) environment.

Key responsibilities

• Manage and deliver application support within the DSL team, planning and coordinating support activities across the assigned environment.
• Investigate and analyse incidents and recurring problems to find the root cause and agree a resolution path.
• Plan and manage changes, and support software releases and deployments.
• Provide backup support to team members and leads, and support PaaS services delivered by the DSL team.
• Keep teams, stakeholders and business users informed about incidents, changes, progress and resolutions, and explain technical information clearly to both technical and business audiences.
• Follow up assigned service desk calls against agreed service expectations, identify support-call trends and escalate issues requiring specialist intervention.
• Contribute to stable, reliable and continuously improving application services.

Required profile

• Matric with relevant experience equivalent to three times the specified years of study.
• 3-5 years of experience in application support.
• Advantageous: diploma or degree in Information Systems, B.Sc. Computer Science or a similar IT field; 3-5 years in a retail environment; 1-3+ years in software development and testing; 3+ years supporting cloud solutions, preferably AWS; 3-5+ years in Agile and DevOps projects.

Required skills

• Agile/Scrum toolsets, preferably Atlassian.
• Web services, including SOAP and REST.
• Hands-on DevOps experience, root-cause analysis and incident resolution.
• Change, release and deployment support, cloud and PaaS exposure, preferably AWS.