Application Support Analyst: Senior (SP6) - Enterprise Services Platform
Listing reference: capgh_000391
Listing status: Online
Apply by: 1 June 2026
Position summary
Industry: Banking
Job category: Other: Banking, Finance, Insurance, Stockbroking
Location: Windhoek
Contract: Permanent
Remuneration: To be discussed
EE position: No
Introduction
The Application Support Analyst ensures stable, secure, and performant business applications in production by providing first-line support, coordinating incident response, and driving continuous service improvement. The role triages and resolves complex incidents and service requests, performs root-cause analysis with engineering and vendors, and supports releases through change readiness, validation, and post-deployment monitoring. Responsibilities include maintaining operational documentation (runbooks, knowledge articles), improving monitoring/alerting and observability (logs, metrics, traces), and using automation/scripting to reduce repetitive work and improve Mean Time To Resolution.
The Application Support Analyst collaborates closely with product, development, infrastructure, security, and service desk teams, contributes to agile ceremonies, and ensures support activities align with agreed SLAs/SLOs, compliance requirements, and IT architecture standards.
Job description
KEY PERFORMANCE AREAS (KPAs)
The Application Support Analyst: Senior duties includes the following:
Production Support:
• Provide Level 1/2 support for business-critical applications, handling escalations from the Service Desk and resolving complex incidents and requests within agreed SLAs and operational targets.
• Own end-to-end ticket progress, including categorisation, prioritisation, clear troubleshooting notes, customer updates, and closure codes to enable trend analysis and reporting.
• Coordinate and contribute to Major Incident response, including stakeholder communications, timeline updates, and restoration activities as part of the on-call/rota where applicable.
• Investigate incidents using logs, metrics, traces, synthetic checks, and application performance monitoring to quickly identify failing components and probable causes.
• Perform data and integration troubleshooting across databases, APIs, middleware, and batch/ETL processes; validate inputs/outputs and reconcile data where required.
• Tune alerts to reduce noise and improve detection quality; contribute to dashboards and service health reporting that support SLA/SLO tracking.
• Identify recurring issues, raise and manage problem records, perform root-cause analysis, and implement preventative actions in collaboration with development, infrastructure, and vendors.
• Produce and maintain post-incident reviews (PIRs) and ensure agreed action items are tracked to completion to reduce repeat incidents and operational risk.
• Automate repetitive support tasks (e.g., log collection, health checks, user/service resets) using scripting and standard tools, and continuously improve runbooks.
• Participate in an on-call/after-hours support rotation as required, following escalation paths and communication standards to minimise business disruption.
• Provide Level 1/2 support for business-critical applications, handling escalations from the Service Desk and resolving complex incidents and requests within agreed SLAs and operational targets.
• Own end-to-end ticket progress, including categorisation, prioritisation, clear troubleshooting notes, customer updates, and closure codes to enable trend analysis and reporting.
• Coordinate and contribute to Major Incident response, including stakeholder communications, timeline updates, and restoration activities as part of the on-call/rota where applicable.
• Investigate incidents using logs, metrics, traces, synthetic checks, and application performance monitoring to quickly identify failing components and probable causes.
• Perform data and integration troubleshooting across databases, APIs, middleware, and batch/ETL processes; validate inputs/outputs and reconcile data where required.
• Tune alerts to reduce noise and improve detection quality; contribute to dashboards and service health reporting that support SLA/SLO tracking.
• Identify recurring issues, raise and manage problem records, perform root-cause analysis, and implement preventative actions in collaboration with development, infrastructure, and vendors.
• Produce and maintain post-incident reviews (PIRs) and ensure agreed action items are tracked to completion to reduce repeat incidents and operational risk.
• Automate repetitive support tasks (e.g., log collection, health checks, user/service resets) using scripting and standard tools, and continuously improve runbooks.
• Participate in an on-call/after-hours support rotation as required, following escalation paths and communication standards to minimise business disruption.
Release Validation, Testing Support and Operational Readiness:
• Support release readiness by validating monitoring/alerts, access controls, runbooks, back-out plans, and operational checklists before deployment.
• Execute and/or coordinate smoke tests and targeted regression checks for high-risk changes (critical user journeys, integrations, batch/ETL, and data updates) and record outcomes.
• Verify configuration changes across environments (test/UAT/production) and confirm feature flags, parameters, and scheduled jobs are aligned to the approved change.
• Support release readiness by validating monitoring/alerts, access controls, runbooks, back-out plans, and operational checklists before deployment.
• Execute and/or coordinate smoke tests and targeted regression checks for high-risk changes (critical user journeys, integrations, batch/ETL, and data updates) and record outcomes.
• Verify configuration changes across environments (test/UAT/production) and confirm feature flags, parameters, and scheduled jobs are aligned to the approved change.
• Participate in change implementation and hypercare, monitoring service health and telemetry post-deployment, and promptly raising/triaging defects or regressions.
• Test Case Design: Develop detailed and effective test cases, scenarios, and scripts (both manual and automated) to comprehensively test application functionality and performance.
• Maintain and improve support test packs (smoke/regression scripts) and known-issue lists to enable faster, repeatable validation for future releases.
Inter Team Collaboration:
• Work closely with Service Desk, Product Owners, Developers, Infrastructure/Cloud, Security and vendors to resolve incidents and service requests efficiently using agreed escalation paths.
• Apply a DevOps/SRE “shift-left” mindset by improving supportability of solutions (better logging, clearer alerts, reliable deployments, and operational checklists) and providing feedback to engineering.
• Participate and contribute in agile ceremonies (daily stand-ups, iteration planning/review, retrospectives and PI planning) to raise operational risks, readiness gaps and recurring production issues.
• Provide clear stakeholder communication during incidents and changes (status updates, impacts, workarounds, ETAs) and ensure handovers across shifts/teams are complete and actionable.
• Test Case Design: Develop detailed and effective test cases, scenarios, and scripts (both manual and automated) to comprehensively test application functionality and performance.
• Maintain and improve support test packs (smoke/regression scripts) and known-issue lists to enable faster, repeatable validation for future releases.
Inter Team Collaboration:
• Work closely with Service Desk, Product Owners, Developers, Infrastructure/Cloud, Security and vendors to resolve incidents and service requests efficiently using agreed escalation paths.
• Apply a DevOps/SRE “shift-left” mindset by improving supportability of solutions (better logging, clearer alerts, reliable deployments, and operational checklists) and providing feedback to engineering.
• Participate and contribute in agile ceremonies (daily stand-ups, iteration planning/review, retrospectives and PI planning) to raise operational risks, readiness gaps and recurring production issues.
• Provide clear stakeholder communication during incidents and changes (status updates, impacts, workarounds, ETAs) and ensure handovers across shifts/teams are complete and actionable.
Team and Documentation Management:
• Create and maintain runbooks, troubleshooting guides, and knowledge articles using a structured knowledge process to enable consistent resolution and effective shift handovers.
• Maintain service support documentation such as support models, escalation matrices, environment details, known issues, and release/hypercare checklists for supported applications.
• Document incident timelines, root-cause findings and corrective actions in post-incident reviews, and track agreed actions to completion.
• Develop and maintain reusable support tools/scripts (where approved) to standardise diagnostics and reduce manual effort, while ensuring appropriate access controls and audit trails.
• Support onboarding and knowledge transfer by coaching colleagues on common issues and selfservice resolutions and updating content as systems and processes evolve.
• Create and maintain runbooks, troubleshooting guides, and knowledge articles using a structured knowledge process to enable consistent resolution and effective shift handovers.
• Maintain service support documentation such as support models, escalation matrices, environment details, known issues, and release/hypercare checklists for supported applications.
• Document incident timelines, root-cause findings and corrective actions in post-incident reviews, and track agreed actions to completion.
• Develop and maintain reusable support tools/scripts (where approved) to standardise diagnostics and reduce manual effort, while ensuring appropriate access controls and audit trails.
• Support onboarding and knowledge transfer by coaching colleagues on common issues and selfservice resolutions and updating content as systems and processes evolve.
Minimum requirements
QUALIFICATIONS
▪ Diploma or Degree in Information Technology, Computer Science, Information Systems, or equivalent.
▪ ITIL 4 Foundation (or equivalent ITSM training) will be an added advantage.
▪ Cloud fundamentals certification (Azure/AWS/GCP) will be an added advantage.
▪ SQL / data fundamentals certification (e.g., Microsoft SQL) will be an added advantage.
▪ Agile/SAFe foundations and/or security fundamentals certification will be an added advantage.
▪ Diploma or Degree in Information Technology, Computer Science, Information Systems, or equivalent.
▪ ITIL 4 Foundation (or equivalent ITSM training) will be an added advantage.
▪ Cloud fundamentals certification (Azure/AWS/GCP) will be an added advantage.
▪ SQL / data fundamentals certification (e.g., Microsoft SQL) will be an added advantage.
▪ Agile/SAFe foundations and/or security fundamentals certification will be an added advantage.
EXPERIENCE/KNOWLEDGE & SKILLS
▪ 4–6 years experience in application support / production support within a regulated environment (e.g., banking/financial services) with exposure to high-availability systems.
▪ Practical experience with ITSM processes and tooling (Incident, Request, Problem and Change Management) and an understanding of ITIL concepts, SLAs/OLAs and service reporting.
▪ Strong troubleshooting capability across application tiers: user journey, application logs, integrations, batch/scheduled jobs, middleware, and infrastructure dependencies.
▪ Database and data investigation skills, including SQL query basics, understanding of data models, data reconciliation, and safe execution of approved data fixes/updates with auditability.
▪ Experience supporting APIs and integrations (REST/SOAP), using tools to test endpoints, interpret error codes, and troubleshoot authentication, payload, and connectivity issues.
▪ Scripting/automation mindset (e.g., PowerShell, Python, Bash) to reduce manual toil by automating diagnostics, routine checks, and repeatable support actions.
▪ Release/change support experience: participating in CAB/change approvals where applicable, performing deployment validations and smoke tests, and providing hypercare and post-release monitoring.
▪ 4–6 years experience in application support / production support within a regulated environment (e.g., banking/financial services) with exposure to high-availability systems.
▪ Practical experience with ITSM processes and tooling (Incident, Request, Problem and Change Management) and an understanding of ITIL concepts, SLAs/OLAs and service reporting.
▪ Strong troubleshooting capability across application tiers: user journey, application logs, integrations, batch/scheduled jobs, middleware, and infrastructure dependencies.
▪ Database and data investigation skills, including SQL query basics, understanding of data models, data reconciliation, and safe execution of approved data fixes/updates with auditability.
▪ Experience supporting APIs and integrations (REST/SOAP), using tools to test endpoints, interpret error codes, and troubleshoot authentication, payload, and connectivity issues.
▪ Scripting/automation mindset (e.g., PowerShell, Python, Bash) to reduce manual toil by automating diagnostics, routine checks, and repeatable support actions.
▪ Release/change support experience: participating in CAB/change approvals where applicable, performing deployment validations and smoke tests, and providing hypercare and post-release monitoring.
▪ Strong communication and documentation skills: writing clear ticket notes, knowledge articles and runbooks; providing accurate stakeholder updates during incidents; and collaborating effectively across teams and vendors.
CORE COMPETENCIES
▪ Customer focus and service ownership: take accountability for outcomes, follow through on commitments, and maintain a high standard of support quality.
▪ Analytical problem solving: diagnose issues logically, use evidence from telemetry and data, and communicate root-cause and risk clearly.
▪ Collaboration and influence: work effectively across teams and vendors, escalate early when needed, and contribute to a strong operational culture.
▪ Communication and reporting: provide clear written and verbal updates, create useful documentation, and keep stakeholders informed during incidents and changes.
▪ Prioritisation under pressure: manage multiple tickets, balance urgency vs. impact, and maintain attention to detail in a high-volume environment.
▪ Learning agility and continuous improvement: seek feedback, build domain knowledge, and proactively improve monitoring, runbooks, and automation to reduce repeat incidents.
▪ Customer focus and service ownership: take accountability for outcomes, follow through on commitments, and maintain a high standard of support quality.
▪ Analytical problem solving: diagnose issues logically, use evidence from telemetry and data, and communicate root-cause and risk clearly.
▪ Collaboration and influence: work effectively across teams and vendors, escalate early when needed, and contribute to a strong operational culture.
▪ Communication and reporting: provide clear written and verbal updates, create useful documentation, and keep stakeholders informed during incidents and changes.
▪ Prioritisation under pressure: manage multiple tickets, balance urgency vs. impact, and maintain attention to detail in a high-volume environment.
▪ Learning agility and continuous improvement: seek feedback, build domain knowledge, and proactively improve monitoring, runbooks, and automation to reduce repeat incidents.