Application Support Analyst

• Logging application issues from users and business units
  
• Troubleshooting application errors
  
• Validating reported defects
  
• Checking transaction status where applicable
  
• Supporting users on application navigation
  
• Escalating technical issues to Engineering or Infrastructure teams
  
• Monitoring daily application health
  
• Tracking open tickets to closure
  
• Preparing daily support reports
  
• Supporting post -release validation
  
• Maintaining issue logs and knowledge base articles
  
• Investigating application errors and production issues
  
• Reviewing application logs
  
• Validating API responses and error codes
  
• Supporting integration issue investigation
  
• Performing database checks where approved
  
• Investigating transaction and workflow failures
  
• Supporting root -cause analysis
  
• Working with Engineering on defect resolution
  
• Validating fixes before closure
  
• Supporting deployment and release monitoring
  
• Creating technical support runbooks
  

Requirements

• Bachelor’s degree in Computer Science, Information
  Technology, Engineering, or a related field.
  
• 3–5 years’ experience in Application Support, Technical
  Support, IT Operations, or a similar role, preferably within fintech or
  financial services.
  
• Strong understanding of enterprise/business applications and
  transaction -based systems.
  
•  Experience with
  support ticketing/helpdesk tools such as Jira, Zendesk, or similar platforms.
  
•  Basic to intermediate
  knowledge of SQL and database querying for troubleshooting and data validation.
  
•  Familiarity with
  APIs, API response codes, and integration troubleshooting.
  
• Ability to analyze application/system logs and identify root
  causes of issues.
  
• Understanding of incident management, escalation processes,
  and SLA -driven support environments.
  
• Basic knowledge of cloud infrastructure, servers, and
  application architecture.
  
• Experience supporting fintech products, digital payments, or
  transaction workflows is an added advantage.
  
• Strong problem -solving and analytical skills with attention
  to detail.
  
• Excellent verbal and written communication skills for
  interacting with technical and non -technical stakeholders.
  
• Ability to prepare reports, document issues, and maintain
  knowledge base/runbooks.
  
• Ability to work under pressure, prioritize tasks, and manage
  multiple issues simultaneously.
  
• Willingness to work in shifts, weekends, or on -call support
  where required.
  
  
  

Benefits