Application Support Analyst

The Application Support Analyst will provide
first and second-level support for enterprise applications, ensuring that user issues are properly logged, investigated, escalated, tracked, and resolved within agreed timelines.
The role will support business users, CSR teams, Operations, Finance, Reconciliation, Control, Product, Engineering, and other stakeholders in resolving application-related issues.
Key Responsibilities
The selected candidates will be responsible for:

• 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
Industry Standard
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