Service Analyst - App Support (Support Services - Apps Ops)

Position Overview

Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems. In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency. In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.

You are also responsible for delivering new and improved capabilities in systems monitoring, recovery, and stability, as well as in managing complex problems that require both technical expertise and domain-specific or workflow-related insights. This role demands a proactive, detail-oriented approach of support that fosters a stable and resilient application environment for users.

Role & Responsibilities

• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence
• Support and assist in regular server maintenance, system accesses, system monitoring, backups, patching and daily health checks.
• Triaging and provide short term work around resolution to issue
• Oversee support ticket statuses until they are closed
• Monitoring and reviewing of application performance monitor, application logs
• Analyse enquiries to identify recurring user problems, recommend solutions, and to identify areas where service can be improved.
• Provide 24x7 on call standby application maintenance support

Requirements

• Minimum Diploma / Degree in IT or related discipline.
• At least 1-3 years of relevant hands-on experience in Application operations support and project management
• Knowledge of Windows and SQL and Dynamic 365
• Experience in troubleshooting, resolving, and communicating complex incidents and deep underlying issues to identify root cause
• Excellent communication (written, verbal and presentation) and interpersonal skills
• Strong stakeholder and vendor management.
• Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence
• Possesses strong analytical skills to diagnose and address application problems
• Able to work independently and support 24/7 standby when required
• Experience in Healthcare Industry is an added advantage.
• Experience in Microsoft Dynamics is an added advantage.
• 2 years contract

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