Application Support contract London

Job Title: Application Support Specialist 

Job Overview: 
We are seeking a dedicated and experienced Application Support Specialist to join our dynamic IT team. The ideal candidate will have a strong background in providing technical support for business-critical applications, with specific expertise in IBM technologies or Capsil (or similar platforms). The Application Support Specialist will be responsible for monitoring, troubleshooting, and resolving application-related issues, ensuring optimal performance, and supporting the needs of the business. 

Key Responsibilities: 

• Application Support & Troubleshooting: 
  Provide second- and third-line support for business applications, with a focus on IBM-based technologies (IBM WebSphere, IBM DB2, etc.) or Capsil (or similar platforms). 

• Incident Management: 
  Investigate, diagnose, and resolve application-related issues, ensuring minimal disruption to business operations. Manage incidents within the company's service management system, adhering to SLAs. 

• Proactive Monitoring: 
  Monitor the health and performance of supported applications, ensuring they are operating at optimal levels. Utilize monitoring tools to identify potential issues before they affect business operations. 

• Root Cause Analysis & Continuous Improvement: 
  Conduct root cause analysis for recurring issues and collaborate with development teams to implement fixes or process improvements to reduce future incidents. 

• Collaboration with Development & Infrastructure Teams: 
  Work closely with development teams to troubleshoot application-related bugs and assist with deployments. Collaborate with infrastructure teams for hardware or network-related issues. 

• System Upgrades & Patches: 
  Support the deployment of software updates, patches, and upgrades for IBM or Capsil-based applications, ensuring minimal disruption to services. 

• Documentation & Knowledge Sharing: 
  Create and maintain documentation for supported applications, processes, troubleshooting steps, and known issues. Assist in developing knowledge articles to improve team efficiency and end-user self-service. 

• User Support & Training: 
  Provide support to end-users, answering queries and offering guidance on application usage. Assist in the development of user training materials and sessions. 

• On-call Support (if applicable): 
  Provide after-hours on-call support as required to resolve critical application issues. 

Key Requirements: 

• Experience: 

• Proven experience in application support, with hands-on expertise in IBM technologies (such as IBM WebSphere, IBM DB2, IBM MQ) or Capsil (or other similar platforms). 

• Experience in diagnosing and troubleshooting complex application issues across multiple environments (development, testing, production). 

• Familiarity with ITIL (Information Technology Infrastructure Library) practices, particularly incident and problem management. 

• Technical Skills: 

• Strong knowledge of application support processes and frameworks. 

• Proficiency in SQL and database query troubleshooting (DB2, SQL Server, or similar). 

• Experience with application monitoring tools and incident management systems (e.g., ServiceNow, Remedy). 

• Knowledge of system administration and scripting (e.g., Shell, Python, PowerShell) is a plus. 

• Problem Solving & Analytical Skills: 

• Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve complex technical issues. 

• Ability to quickly identify issues, assess their impact, and implement appropriate solutions. 

• Communication & Collaboration: 

• Excellent communication skills, both written and verbal, with the ability to interact with technical and non-technical users. 

• Strong teamwork abilities, working effectively with cross-functional teams. 

• Education: 

• A degree in Computer Science, Information Technology, or a related field is preferred. 

• Relevant certifications (e.g., ITIL, IBM certifications) are a plus. 

Desirable Skills: 

• Experience with automation tools and scripting for application management. 

• Familiarity with cloud-based applications and infrastructure. 

• Experience in Agile or DevOps environments. 

Why Join Us? 

• Be part of a collaborative, innovative, and dynamic IT team. 

• Opportunities for career development and advancement. 

• Competitive salary and benefits package. 

• Work in a fast-paced and challenging environment with exposure to a variety of technologies.