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The Job
JOB OBJECTIVES
A Senior Application Support Specialist to ensure the stability, availability, and optimal performance of our critical business applications. In this role, you will lead complex incident troubleshooting, conduct root-cause analysis (RCA), and collaborate closely with cross-functional technical teams and external vendors to drive continuous system enhancements
KEY RESPONSIBILITIES
- Provide daily application support including monitoring, troubleshooting, and resolving incidents for assigned applications.
- Analyze system issues by understanding application logic, data flow, and business rules; work closely with development teams to validate findings.
- Coordinate with internal teams (infrastructure, development, security) and vendors to ensure timely resolution and effective communication.
- Support problem management by conducting root‐cause analysis (RCA) for recurring or high‐severity issues.
- Maintain high‐quality technical documentation, including system flow diagrams, troubleshooting steps, application inventories, deployment procedures, and SOPs.
- Participate in application enhancement and new system development activities, including requirements clarification, understanding design documents, and supporting UAT/testing.
- Perform backend checks (e.g., SQL queries, system logs, configuration validation) to support issue investigation.
- Prepare regular reports including incident summaries, trend analysis, and improvement recommendations.
- Participate in after‐hours/on‐call support when required for major incidents.
Your Skills and Experience
- Proficiency in English (written and spoken) to communicate with regional teams and vendors.
- Minimum 5 years of experience in Application Support, IT Operations, or a similar technical role.
- Solid understanding of application architecture:
- System design concepts
- Backend-frontend interaction
- API and integration flow
- Database structure and queries
- Ability to read and interpret basic code logic (e.g., Java, .NET, Python, SQL) to understand root causes-actual coding not required.
- Familiarity with SDLC (Software Development Life Cycle) and Agile/Waterfall development methodologies.
- Strong analytical and troubleshooting skills, able to break down complex issues into understandable components.
- Experience with ITIL processes (Incident, Problem, Change).
- Good documentation skills: flowcharts, SOPs, troubleshooting guides, user manuals.
- Basic experience using SQL and working with application logs.
- Ability to work under pressure and manage communication during critical issues.
Why You'll Love Working Here
- Annual salary review (once per year).
- Dynamic, technology-driven working environment with opportunities for self-development and career advancement.
- insurance, annual leave, and 13th-month salary in accordance with state regulations.
- Participation in Social, Health, and Unemployment Insurance (BHYT, BHXH, BHTN).
- Annual health check-up.
- Participation in sports activities, workshops, birthday celebrations, team building, and company trips on a quarterly and yearly basis.