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Senior Application Support Analyst (DBN)

Durban
Salary: Market Related
Job Type: Permanent
Sectors: IT
Reference: 126857

Apply before May 27 2025 | 55 Days left

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Vacancy Details

Employer: BET Software

We Want You:

Ready to take the lead in solving complex technical challenges? BET Software is looking for two skilled Senior Application Support Analysts to join our Global Support Team in our Durban Office. In this role, you’ll be the go-to expert for troubleshooting, resolving software issues, and ensuring seamless application performance. You’ll collaborate with developers, maintain detailed records of bugs and fixes, and provide on-call support in our 24-hour operation. Beyond problem-solving, you’ll also mentor junior team members and drive continuous improvements to keep our systems running at their best. If you're up for the challenge, apply now.

You Bring:

Matric
Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
- ITIL Certifications (advantageous).
- Microsoft Certifications (advantageous).
Minimum 3 years in an Application Support environment
Minimum 1-year experience with databases
Minimum 1-year experience with server/client-side languages
Experience with service-level agreements and ticket management tools
Experience with IT service management frameworks (e.g., ITIL) and incident management processes
Exposure and experience with SQL
Expertise in writing complex SQL queries, creating reports and maintaining databases
Exposure and experience with monitoring tools such as Dynatrace, Elastic, Grafana and Prometheus
Understanding of change management processes and experience in coordinating software deployments and releases.
Strong written and verbal communication skills.
Excellent problem-solving and attention to detail.
Ability to multi-task in a deadline-driven environment.
Strong organizational and leadership skills.
Customer-focused attitude with a commitment to high-quality support.
Proficiency in Microsoft Office and software development skills.
High level of integrity, confidentiality, and professionalism.
Expertise in troubleshooting, debugging, and change management.
Proven leadership and mentoring capabilities.
Strong commitment to continuous improvement and operational excellence.

What You’ll Do:

Technical Support:

Act as the third-level contact for unresolved technical issues.
Manage incident queues, prioritize escalations and ensure timely resolutions.
Conduct root cause analysis to identify and mitigate recurring issues.
Provide clear communication to stakeholders during outages or major incidents.
Ensure all solutions are secure, maintainable and enhance support efficiency.

Provide Deployment Support

Support operational teams in solution delivery.
Monitor newly deployed solutions for stability.
Conduct impact analysis for defects and rollback events.
Oversee and guide UAT and regression testing.
Ensure compliance with change management processes.

Provide Advanced Technical and Business Support

Maintain and support business-critical applications.
Provide expert-level troubleshooting and debugging support.
Lead high-priority incident resolution and coordinate stakeholder communication.
Develop and maintain technical support documentation.
Mentor junior analysts and drive process improvements.
Lead disaster recovery planning and business continuity strategies.

Knowledge Base Maintenance:

Maintain and support business-critical applications.
Provide expert-level troubleshooting and debugging support.
Lead high-priority incident resolution and coordinate stakeholder communication.
Develop and maintain technical support documentation.
Mentor junior analysts and drive process improvements.
Lead disaster recovery planning and business continuity strategies.

Strategic Guidance and Decision-Making:

Provide strategic insights on application support, risk mitigation and process optimization.
Identify opportunities for automation and efficiency improvements.
Lead post-incident reviews and implement corrective actions.
Ensure IT service management frameworks (e.g., ITIL) are followed.

Alert Management and Communication

Send alerts for system outages and maintenance updates.
Ensure stakeholders are informed of issue resolution progress.
Adhere to SLAs and oversee incident management procedures.
Mentor junior analysts in escalation handling and service improvements.

Living the Spirit:

Commitment to Excellence – Striving for top-tier support and continuous improvement.
Innovation & Adaptability – Embracing change and finding resourceful solutions.
Collaboration & Communication – Fostering teamwork and open dialogue.
Customer-Centric Approach – Prioritizing effective resolutions and client satisfaction.
Ownership & Continuous Growth – Taking responsibility and pursuing ongoing development.

The Company We Keep:

At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest.

Please note that only Team members who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.

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About BET Software

BET Software is one of the most diverse betting software providers in Sub-Saharan Africa, with a rapidly growing international footprint. Our multiskilled Team is responsible for providing advanced software solutions, while supporting incredibly high transactional volumes in a fast-paced industry, making BET Software a lively and engaging place to be. Our progressive use of technology enables our talented Team to work with the tech stack of their choice and we encourage an environment and culture that supports collaboration, learning and growth. We believe that our strength lies in our diversity and that Teamwork makes the dream work, a place where you can flourish amongst like-minded individuals.

We are a dynamic group of people that stem from a variety of cultures, backgrounds and locations. While our head office is based in Umhlanga, South Africa we recruit talent throughout South Africa and Internationally.