Title:  Advanced IT Application Support - KSoft (ZS2AS)

"Work Where Wow, Happens Every Day"

Become Our: Advanced IT Application Support (Contract 12 Months)

Why You'll Love Being Part of Our Team

At KBTG, you will play an important role in ensuring the stability, availability, and performance of enterprise applications and IT services. As part of the Application Support team, you will be responsible for monitoring system health, managing incidents, coordinating service recovery, and maintaining operational excellence.

You will collaborate with technical teams and business stakeholders to identify potential risks, resolve system issues, and continuously improve IT service operations while ensuring compliance with security and service management standards.

How You'll Make an Impact

• Monitor application health, system alerts, and operational status to ensure service availability and stability.

• Perform daily health checks and operational checklists to proactively identify potential issues.

• Monitor batch jobs and verify deployment activities to ensure successful system operations.

• Support backup and recovery activities and maintain awareness of recovery procedures.

• Manage application availability and performance to minimize service disruptions.

• Handle on-call support, incident escalation, and service restoration when required.

• Manage incidents by receiving requests, prioritizing severity, coordinating resolution, and following up until closure.

• Perform problem management by investigating recurring issues, conducting Root Cause Analysis (RCA), and implementing corrective actions.

• Coordinate change management activities, including impact assessments, implementation plans, validation, and rollback plans.

• Manage service requests systematically to ensure timely and effective resolution.

• Monitor Service Level Agreements (SLAs), including response time, resolution time, ticket aging, and escalation processes.

• Support major incident management by communicating incident status, timelines, business impacts, and recovery progress to relevant stakeholders.

• Ensure operational activities comply with security requirements, including access control, credential management, sensitive data protection, and audit logging.

• Collaborate with cross-functional technical teams and business stakeholders to continuously improve application support and service quality.

What You'll Set You Up for Success

• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or related fields.

• Minimum 5 years of experience in IT Application Support, Production Support, IT Operations, or related technical roles.

• Strong problem-solving and analytical skills with structured thinking and the ability to identify root causes.

• Experience in application monitoring, alert handling, health checks, and daily operational checklists.

• Knowledge of batch job monitoring, deployment verification, and backup/recovery procedures.

• Understanding of system availability, performance management, and service continuity.

• Experience in on-call support, incident escalation, and service restoration.

• Good understanding of Incident Management, Problem Management, Change Management, and Service Request Management.

• Knowledge of SLA management, including response time, resolution time, escalation, and ticket aging.

• Experience in Major Incident Management and stakeholder communication.

• Strong awareness of IT security practices, including access control, credential management, sensitive data protection, and audit logs.

• Good communication, coordination, and documentation skills.

• Ability to work under pressure and manage multiple incidents and operational priorities effectively.