Application Support Specialist III

About the Role

The Application Support Specialist III provides specialist support to technical and business users and helps ensure that IT operations within the Digital Service Layer (DSL) run smoothly. The role plans and coordinates application support activities, investigates complex incidents and root causes, supports changes, releases and deployments, and maintains clear communication with teams, stakeholders and users. The position also supports the DSL Platform as a Service (PaaS) environment and contributes to stable, reliable day-to-day service delivery.

Responsibilities

• Plan, coordinate and handle application support activities across the assigned environment.
• Investigate and analyse incidents and recurring problems to establish the root cause and determine an appropriate resolution path.
• Plan and manage changes within the specified environment.
• Support software releases and deployments.
• Provide backup support to relevant team members and leads.
• Support Platform as a Service (PaaS) services delivered by the DSL team.
• Liaise closely with team members, team managers and relevant stakeholders.
• Maintain regular communication with users regarding incidents, changes, progress and resolutions.
• Communicate technical information clearly to both technical and business audiences.
• Monitor and follow up assigned service desk calls in line with agreed service expectations.
• Identify support-call trends and contribute to sustainable corrective actions.
• Handle relevant support issues and escalate where specialist intervention is required.
• Contribute to stable, reliable and continuously improving application services.

Requirements

• Matric with relevant experience equivalent to three times the specified years of study.
• 3-5 years experience in application support.
• Diploma or degree in Information Systems, B.Sc. Computer Science or a similar IT-related field.
• 3-5 years experience in a retail environment.
• 1-3+ years experience in software development and testing.
• 3+ years experience supporting cloud solutions, preferably AWS.
• 3-5+ years experience working on projects in Agile and DevOps environments.
• Agile/Scrum toolsets, preferably Atlassian.
• Understanding of web services, including SOAP and REST.
• Hands-on experience in a DevOps environment.
• Root-cause analysis, incident resolution and problem trend identification.
• Software release, deployment and change support.
• Cloud and PaaS support exposure, preferably AWS.
• Leverages the strengths of the Group, contributes to omnichannel capability and works as one team.
• Looks for agile, rapid ways to deliver, remains curious and acts with ownership.
• Uses customer feedback and customer-first thinking to support useful, reliable solutions.