Digital Application Support Specialist

Job PositionAs a Digital Application Support Specialist, you'll own incident response, manage enhancements, and provide smart 1st & 2nd tier support to ensure our digital ecosystem runs flawlessly.Job ResponsibilitiesLead the Charge: Act as the key expert for resolving complex technical issues across our digital platforms, including Web, Mobile, AI, and Data Analytics.Own the Solution: Drive the entire incident lifecycle—from initial diagnosis and root cause analysis to implementing long-term preventative fixes, ensuring all issues are resolved within SLA.Analyze and resolve production issues and data and execute queries to correct data, highly complex business requirements, and request (bug, support, modification, enhancement, etc.)Prioritize for Impact: Strategically manage and prioritize incidents, enhancements, and user requests to align with critical business goals.Document issue summary, Communicate with stakeholders on a regular basis with status reportsProvide data preparation, update master data, and configuration.Ensure the production environment: Proactively monitor our application production environments to guarantee system health, stability, and readiness.Assist in new implementations, installations, upgrades, and migrations of systemsAssist in the rollout of existing applications.Attain good levels of feedback with business users and internal stakeholders.Communicate with stakeholders on a regular basis with status reportsEscalate or delegate issues in a timely manner if needed.Coordinate testing as needed for support.Provide training to users and teamBe a central point of contact for production application support on assigned applications.Follow up with the development team, users, and perform testing until incidents are closed.Job QualificationsBachelor’s degree in information technology, computer science, engineering, IT, or a related field.Minimum of 5 years of experience in application support, with at least 2 years in a leadership or senior capacity.Hands-on experience in database inquiry (SQL) and reporting generation would be an advantage.Experience or familiarity with AI concepts and their application in support systems would be a strong advantage.Flexible, creative, and up-to-date in the Technology movement to create business solutionsAble to multitask and prioritize workload, supporting multiple projects.Good command in English (Minimum 750 TOEIC score)Goal-Oriented, Unity, Learning, Flexible