24×7 Application Support Analyst

Job Description

The 24×7 Application Support Analyst is responsible for providing round-the-clock application support to ensure uninterrupted factory operations. This role involves incident management, service request handling, troubleshooting, and collaboration with global support teams while ensuring compliance with information security policies.

Key Responsibilities

• Work as part of a 24×7 shift team, including nights, weekends, and public holidays, to provide continuous application support and ensure uninterrupted factory operations

• Receive, log, and process service requests and incidents in accordance with established support procedures and SLAs

• Identify, analyze, and diagnose application issues using defined guidelines and troubleshooting methodologies

• Escalate complex, recurring, or unresolved incidents promptly to appropriate internal or external support teams

• Accurately log, categorize, and classify incidents and service disruptions in the ticketing system

• Document incidents clearly, including symptoms, root cause analysis, and resolution steps, for knowledge base and future reference

• Perform systematic analysis of user-reported issues and recommend effective solutions, highlighting any potential side effects or risks

• Collaborate with global support and technical teams to ensure timely resolution and system restoration

• Monitor application health and respond proactively to incidents to minimize operational downtime

• Ensure compliance with information security standards and global policies, maintaining a secure operating environment for all factory clients

Requirements / Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field

• Experience in application support, IT operations, or service desk support, preferably in a manufacturing or factory environment

• Familiarity with incident management and ITSM processes (e.g. ITIL)

• Ability to work rotating 24×7 shifts, including weekends and public holidays

• Strong analytical and problem-solving skills with a structured troubleshooting approach

• Good documentation skills with attention to detail

• Effective communication skills to work with users and global support teams

• Understanding of information security and compliance requirements is an advantage

Key Competencies

• Incident & Problem Management

• Application Troubleshooting

• Service Request Handling

• Documentation & Knowledge Management

• Team Collaboration (Global/Regional)

• Information Security Awareness

• Customer-Focused Support