Application Support Analyst

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🔥 22 minutes ago

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Planit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

Consulting • Healthcare • Manufacturing

<Planit> is a global quality engineering and software testing services company that helps enterprises improve software quality, delivery and customer experience. Planit delivers QA & testing, test automation, performance testing, security and accessibility testing, test data management, RPA/IA advisory, DevOps and quality engineering consultancy, plus training and staff augmentation. The company leverages AI-driven quality solutions and managed outcome-based services to accelerate digital transformation for large organizations across multiple industries.

📋 Description

• Provide Level 2/3 support for business-critical applications, resolving incidents, service requests, and problems within SLAs • Perform root cause analysis and implement permanent fixes or workarounds • Monitor application performance, availability, and health using APM and logging tools • Act as a technical contact for assigned client applications and maintain stakeholder relationships • Translate technical issues into business-friendly language and provide updates on incidents, changes, and service performance • Participate in service reviews and report on performance, trends, and improvement initiatives • Manage incidents and service requests through ITSM platforms such as ServiceNow • Contribute to problem management, trend analysis, and known error documentation • Assess, implement, and validate application changes • Perform maintenance, patching, configuration updates, and performance tuning • Collaborate with vendors and internal teams on upgrades, hotfixes, and enhancements • Identify automation and efficiency improvements • Maintain technical documentation, support runbooks, SOPs, and knowledge base articles • Support deployments across development, test, and production environments • Validate releases through smoke testing and post-deployment verification • Coordinate with DevOps, infrastructure, and client teams on release cycles • Ensure compliance with security standards, access controls, and audit requirements • Participate in vulnerability remediation and patching • Support audits with evidence and documentation • Analyse support trends and recommend service improvements • Contribute to scripting, monitoring enhancements, and self-healing initiatives • Stay current with supported technologies and propose modernisation opportunities • Work within contractual obligations, SLAs, and KPIs • Identify and escalate service delivery risks • Support effort estimation and service improvement plans or minor project work

🎯 Requirements

• Bachelor's Degree • Working knowledge of application support processes, including incident, problem, and change management • Familiarity with business applications such as ERP, CRM, or other line-of-business systems • Basic understanding of databases and ability to run simple queries (e.g., SQL) for troubleshooting • Awareness of ITSM tools and ticket-based support workflows (e.g., ServiceNow or similar) • General understanding of infrastructure fundamentals, including servers, cloud platforms, and networking basics • Strong analytical and troubleshooting skills with a structured approach to issue resolution • Clear communication skills, with the ability to explain technical concepts to non-technical stakeholders • Ability to manage and prioritise multiple tasks in an SLA-driven, client-facing environment • Customer-focused mindset with a proactive approach to service improvement and issue prevention • Willingness to learn, adapt, and collaborate effectively within a team and with client stakeholders • Proven experience managing non-human identities, secrets and key management solutions • Knowledge of cloud identity and security architectures • Familiarity with security posture management and compliance frameworks • Strong architecture and solution design capability • Ability to operate as an enterprise leader, influencing across business and technology domains • Excellent stakeholder engagement and communication skills • Proven ability to lead, mentor and uplift technical teams • Strong risk management and security mindset

🏖️ Benefits

• Work with cutting-edge tools and AI-enabled platforms • Meaningful projects and tangible business impact • High-performing, client-obsessed team focused on growth and innovation • Inclusive, collaborative, and high-performing workplace • Exposure to complex application landscapes, client engagement, and modern support practices