Application Support Specialist - Motus Holdings Limited

Specific Role Responsibilities

• Daily operational support
• Assist in resolving business queries and escalate to technical and infrastructure support if required.
• Provide advanced application support to enable end-users to effectively utilise the systems.
• Engage with System Administrators, Database Administrators, Network Engineers, Developers, Testers, Application Support Specialists and other staff to monitor, diagnose and attend to issues related to all aspects of IT eChannels Platform.
• Write queries and script updates from a maintenance and support perspective.
• Maintain both production and staging application.
• Embed a DevOps culture through stages from development, UAT and production.
• Investigate and resolve any performance-related issues impacting the customer experience.

Change control:

• Manage the change control process for new solutions as well as modifications to existing solutions.
• Ensure quality of configuration and solution changes that are implemented in both production and staging environments.
• 3rd Party vendor engagement:
• Log calls with 3rd party vendors for bugs and defects identified.
• Follow up 3rd party vendor calls to ensure resolution.
• Ensure that solutions provided by 3rd party vendors are tested before being deployed.

Skills improvement and transfer:

• Keep abreast of current methodologies, technologies and tools.
• Contribute and implement new ideas on processes.
• Quick turnaround service delivery to clients.
• Adapt to changes within unit quickly.
• Provide guidance to peers and junior team members.

Qualifications and Experience

• Grade 12
• Relevant IT Qualification
• Minimum 3 years of experience
• Needs to be able to know their way around SQL to do SQL Investigations
• Third-line application support
• Pull and update and invest logs
• Write complex queries to pull data from databases
• A Diploma in Information Technology, Computer Science, Information Technology, Information Systems, Computer Engineering, or similar working experience.
• Demonstrable experience as an Application Support Engineer in a related field.
• Good knowledge using T-SQL and Database management.
• Coding languages would be advantages I.e. C#, JavaScript, Angular, VB.Net.
• Ability to document configuration changes, and monitor performance.
• Exceptional ability to provide front-end support to internal departments and web-based clients.
• Proficiency in determining the causes of application errors and repairing them.
• Ability to keep up with innovation in application design.
• Exceptional communication skills.

Competency Profile - Knowledge:

• SQL scripting knowledge
• Knowledge is specific to business systems, i.e. Core banking, Enterprise Bus, Payment Gateways.
• In-Depth Microsoft Server Microsoft SQL and web services (IIS) knowledge.
• Knowledge of card transaction routing and testing.
• Interest in keeping abreast of current trends in software development and testing, especially as they relate to the technologies being used.
• Understanding of common software failures and faults and the resolution of these.
• Knowledge of ITIL process management and improvement.
• Understanding of Agile methodology.
• Understanding the SAFe Framework.
• Ability to work proactively and collaboratively as part of a team on a large project.
• Ability to pay attention to details and to follow through on commitments.

Skills and Personal Attributes

• Well organized, dynamic and innovative.
• Self-confidence, drive and tenacity.
• Accuracy.
• Adaptability.
• Assertiveness.
• Committed.
• Conscientious.
• Consistency.
• Credibility.
• Detailed and methodical.
• Goal directness and deadline driven.
• Ability to handle pressure.
• Innovative.
• Reliable.
• Effective written and oral communication as well as strong interpersonal skills.
• Integrity.
• Ability to analyze and prioritize. 
• Excellent persuasion and negotiation skills.
• Relating and networking skills with the ability to interact and influence at all levels.
• Good project management skills.
• Ability to establish and maintain cooperative working relations.
• Analytical and decision-making skills.
• Conceptual reasoning ability.
• System configuration product skills.
• Conflict handling and detailed practical problem-solving ability.
• Strong technical aptitude with good organizational, analytical and problem-solving skills.
• Ability to work on multiple projects with multiple priorities and ability to thrive in a fast-paced, complex, global, and dynamic environment.
• Ability to work proactively and collaboratively as part of a team on a large project.
• Ability to pay attention to details and to follow through on commitments.