Application Operations Associate (Application Support)

Responsibilities

• Proactively monitor application dashboards, system alerts, and production environments to identify and escalate potential issues before they develop into major incidents.

• Conduct in-depth technical investigations by analyzing logs, system traces, and relevant data to provide development teams with actionable findings and a ready-to-fix package.

• Reproduce reported issues in staging or test environments with clear, step-by-step documentation to accelerate root cause analysis and resolution.

• Maintain and enhance the Knowledge Base by documenting troubleshooting procedures, resolutions, and workarounds to improve operational efficiency and support consistency.

• Provide timely stakeholder communication by delivering proactive and regular updates on incident progress, status, and expected resolution timelines.

• Continuously develop technical expertise in monitoring and IT operations tools (e.g., Splunk, ELK Stack, Grafana) to improve diagnostic speed and incident resolution quality.

• Drive continuous service improvement by identifying recurring issues, recommending monitoring enhancements, and contributing ideas to prevent future incidents.

Qualifications

• A Bachelor's degree in Computer Science or a related field.

• Experience in a technical support / Application Operations role or troubleshooting critical production infrastructure (or a willingness to learn).

• Familiarity with monitoring, ticket management, and diagnostic tools

• Problem-solving skills and attention to detail.

• Ability to work independently and as part of a team.

• Proactive attitude towards solving problems.

• Strong communication skills, both verbal and written.

Working Conditions

• Work Schedule: 5 working days per week with 2 rotating days off.

• Shift Rotation: This role requires working on a rotating shift basis, including weekdays, weekends, and public holidays, as assigned.

• Shift Hours:

  • Morning Shift: 08:00 – 17:00

  • Special Shift: 11:00 – 20:00

  • Afternoon Shift: 14:00 – 23:00

• Work Arrangement: Weekday shifts are primarily based on-site at the office. Employees are eligible for the company's hybrid work policy, allowing 4 days on-site and 1 day working from home (WFH) per week, subject to business needs and manager approval. Employees scheduled to work Saturday and Sunday shifts may work remotely (WFH), subject to operational requirements.

To ensure professional integrity and compliance with regulatory requirements, all selected candidates are responsible for providing documentation for a comprehensive background check. Depending on the role, this may include:

• Criminal Record Disclosure

• Credit Bureau Report

• Professional Due Diligence & Employment Verification

These checks are conducted after the interview stage and prior to your start date to verify qualifications and suitability for employment. The company shall review all findings fairly and in accordance with applicable laws. Should any information in your report lead to a potential adverse employment decision, the company shall follow the necessary processes before a final determination is made.