Application Support Specialist

About the role

The Application Support Specialist will provide 24/7 monitoring, incident management, and operational support for critical IT systems at DHL IT Services. This role ensures uninterrupted business operations, minimizes downtime, and helps maintain high service levels in line with agreed SLAs.

Key responsibilities

• Perform round‑the‑clock monitoring of applications, systems, and infrastructure to proactively identify and resolve incidents.
• Act as first‑level and second‑level support for incident detection, analysis, and resolution following ITIL best practices.
• Manage and document Incidents, Problems, and RFCs, ensuring proper escalation, root‑cause analysis, and closure.
• Create, maintain, and improve alerts and dashboards using monitoring tools such as Splunk and Dynatrace.
• Analyze monitoring data to optimise alerting, reduce noise, and improve incident response efficiency.
• Collaborate with development, infrastructure, and DevOps teams to ensure smooth deployments and stable operations.
• Support CI/CD processes, troubleshoot issues in GitHub and monitor Jenkins deployments.
• Write and execute SQL queries (DDL/DML) for data validation, troubleshooting, and reporting.
• Contribute to process improvements and knowledge‑base documentation.

Required profile

• 3–8 years of experience in IT Operations, Monitoring, Support, or similar roles.
• Strong analytical and troubleshooting abilities.
• Ability to work in shift‑based or 24/7 support environments.
• Good understanding of enterprise IT environments and service reliability.

Required skills

• Splunk
• Dynatrace
• GitHub
• Jenkins
• SQL (DDL/DML)
• ITIL best practices