Technical Support Professional – AMS

Location: Cape Town, South Africa
Work Model: On-site at client location
Job Type: Application Management Services (AMS)
Support Levels: L1.5 and L2
Working Hours: 24/7 shift-based monitoring, including weekends and public holidays

Job Overview

We are seeking a technically skilled and service-oriented Technical Support Professional – AMS to provide application and production support within an Application Management Services environment.

The successful candidate will be responsible for monitoring IT alarms, managing incidents, supporting production environments, investigating technical issues, and coordinating with internal resolver teams and third-party vendors to restore services efficiently.

The role covers both L1.5 and L2 application support , requiring a solid understanding of database management, operating systems, programming languages, application functionality, and underlying technologies. The successful candidate must follow ITIL-aligned service management processes and escalate complex incidents to L2 or L3 support where required.

Key Responsibilities

1. Alarm Monitoring

- Perform continuous 24/7 monitoring of IT alarms throughout the year, including weekends and public holidays.
- Identify, investigate, and escalate service-impacting and high-risk alarms immediately.
- Detect anomalies that may result in service outages or performance degradation.
- Provide regular updates on alarm status, investigations, and resolution progress.
- Monitor production processing and identify potential service disruptions.

2. Incident Management

- Manage incidents generated by existing automation systems, which account for approximately 90% of incidents, focusing on incident management and service restoration.
- Manually log and manage the remaining incidents where required.
- Capture fault details on the service management platform in accordance with established fault-handling standards.
- Perform remote interventions to resolve faults where possible.
- Engage relevant resolver teams when additional technical support is required to restore services.
- Maintain accurate incident records, documenting actions taken and keeping stakeholders informed.
- Notify the Escalations Management team of all high-priority incidents, classified from P0 to P3.
- Coordinate with internal technical teams and third-party vendors to facilitate timely incident resolution.

3. Problem Management

- Identify recurring incidents and manage them through the problem management process.
- Conduct root cause analysis to identify underlying technical issues.
- Recommend and implement preventive measures to minimize repeat incidents.
- Support ongoing service improvement by identifying recurring faults, trends, and potential risks.

4. Application and Production Support

- Perform basic to moderately complex production support activities at L1.5 level.
- Investigate and resolve more complex application and production issues at L2 level.
- Apply knowledge of application functionality, databases, operating systems, and underlying technologies to diagnose technical problems.
- Manage incidents, changes, and problems in line with established ITIL processes.
- Escalate incidents and problems to L2 or L3 support teams according to complexity and support procedures.
- Monitor production processing to help maintain application availability, stability, and performance.

5. Ad Hoc Email Support

- Respond to technical investigation queries and reported service outages received via email.
- Investigate reported issues and provide detailed technical analysis and resolution steps.
- Maintain a log of email queries, investigations, and responses for audit and tracking purposes.
- Communicate technical findings clearly to relevant stakeholders.

Minimum Technical Requirements

- Solid understanding of database management and database-related troubleshooting.
- Knowledge of multiple operating systems.
- Familiarity with multiple programming languages.
- Understanding of application support and production support environments.
- Knowledge of incident, change, and problem management processes.
- Ability to investigate technical faults, identify anomalies, and support service restoration.
- Familiarity with service management platforms and incident tracking processes.
- Understanding of ITIL-aligned service management practices.

Requirements

Candidate Requirements

- Experience in technical support, application support, production support, or Application Management Services.
- Ability to manage incidents from identification through to resolution or escalation.
- Strong analytical and troubleshooting skills.
- Ability to work under pressure and prioritize incidents according to business impact and urgency.
- Excellent written and verbal communication skills.
- Strong stakeholder management and coordination skills.
- Ability to work independently while collaborating with internal teams and third-party vendors.
- Strong documentation, record-keeping, and attention to detail.
- Willingness to work on-site at the client's Cape Town location.
- Availability to work a 24/7 shift roster, including weekends and public holidays.

Service Management Framework

The role operates in alignment with the ITIL framework and established incident management procedures. The successful candidate must understand escalation protocols and work within the defined support structure:

- L1.5 Support: Basic to moderate production support, incident handling, monitoring, and initial troubleshooting.
- L2 Support: More complex application and production support requiring in-depth application and technical knowledge.
- L3 Support: Escalation point for highly complex issues requiring advanced technical intervention.

Additional Instructions

Candidates must submit an updated CV outlining relevant technical support and application support experience, including exposure to production environments, ITIL processes, incident management, database management, and operating systems.

Please clearly indicate your current location, availability, notice period, and willingness to work on-site in Cape Town and participate in a 24/7 shift roster.