Application Support Specialist III

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.

• 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 elevate where specialist intervention is required.

• Contribute to stable, reliable and continuously improving application services.

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 Dev Ops environments.

• Agile/Scrum toolsets, preferably Atlassian.

• Understanding of web services, including SOAP and REST.

• Hands-on experience in a Dev Ops environment.

• Root-cause analysis, incident resolution and problem trend identification.

• Software release, deployment and change support.

• Cloud and PaaS support exposure, preferably AWS.

Deciding and initiating action
- Makes sound decisions and takes ownership of actions and outcomes.

Working with people - Builds collaborative relationships and contributes effectively across teams.

Relating and networking - Engages confidently with technical teams, stakeholders and business users.

Applying expertise and technology
- Applies technical knowledge to diagnose issues and provide practical solutions.

Learning and innovating
- Remains curious, learns continuously and contributes ideas for improvement.

Planning and organising
- Prioritises work effectively and coordinates activities within agreed timelines.

Delivering results and meeting customer expectations - Maintains service quality and focuses on reliable outcomes for users.

Following instructions and procedures - Works within agreed standards, controls and support processes.

Adapting and responding to change - Responds constructively to changing priorities and operational demands.

Coping with pressure and setbacks - Remains composed and…