Senior Associate – Application Support 13N25

The role of a Senior Associate – Application Support 13N25 is vital in ensuring the smooth operation and optimal performance of software applications within an organization. As a Senior Associate, you will be tasked with managing and resolving technical issues, providing exceptional support to users, and maintaining system integrity. This position requires a blend of technical expertise and excellent communication skills to ensure user satisfaction and system reliability. You will be collaborating closely with various departments to implement better application processes, diagnosing issues, and implementing solutions effectively. Your insights will drive improvements and innovation within the support team, making you an invaluable asset to the organization's technological initiatives.

Responsibilities

• Provide technical support and troubleshooting for complex application-related issues.
• Monitor application performance and ensure system availability and reliability.
• Collaborate with developers and IT teams to implement system enhancements.
• Create and maintain detailed documentation for troubleshooting and processes.
• Conduct regular system health checks and performance tuning.
• Lead root cause analysis and implement appropriate corrective actions.
• Provide guidance and training to junior support staff and end-users.
• Ensure compliance with IT governance and security standards.
• Manage incident, problem, and change management processes effectively.
• Liaise with vendors and third-party support teams when necessary.
• Maintain a strong user-focus and promote a customer service-oriented approach.
• Participate in on-call rotation to provide after-hours support as needed.

Requirements

• Bachelor’s degree in Computer Science, IT, or a related field.
• Minimum of 3 years of experience in application support roles.
• Strong problem-solving skills with an analytical approach to troubleshooting.
• Proficiency in SQL, databases, and application monitoring tools.
• Excellent communication skills and the ability to work collaboratively.
• Experience with IT service management frameworks like ITIL is preferred.
• Ability to manage multiple tasks and projects simultaneously under pressure.