Application Support Specialist – Executive

Application Support Specialist – Executive

• Job Location: Colombo, Sri Lanka

• Company Name: PacificKode

About the Role

We are seeking an Application Support Specialist – Executive to provide comprehensive application support across all locations for our Line of Business (LOB) and SaaS solutions. In this role, you will log and track incidents for analysis, perform initial troubleshooting, and ensure timely resolution within agreed SLAs. You will collaborate closely with TAC, internal support teams, and external service providers to maintain system stability and minimize business disruption.

Key Focus Areas & Accountabilities

• Application Support: Provide dedicated support to the business and internal IT teams by delivering system flows and methods.

• RCA Review & System Improvement: Review Root Cause Analysis (RCA) for all application-related issues; identify end-user perspective system improvements and escalate them to the senior team.

• Cross-Functional Collaboration: Work closely with project teams—including designers, developers, QA engineers, and project managers—to streamline and monitor project delivery.

• Escalation, Follow-up & Requirement Gathering: Participate in business requirement gathering, solution designing, and architecture reviews to help clearly identify requirements and create solutions.

• Database Tasks: Take full responsibility for managing and executing data value changes in designated outlet tables.

Qualifications & Experience

• Education: A Higher Diploma and/or an Undergraduate Degree in Computing, Information Technology, or a related field from a recognized institute.

• Experience: Minimum of 1 year of work experience in a similar capacity.

• Technical Knowledge:

  • Sound knowledge of application configuration-level changes and system support processes.

  • Basic knowledge of SQL, database management, and related technologies.

  • Familiarity with incident management, troubleshooting, and issue resolution processes (an added advantage).

  • Prior exposure to ticketing systems and support tools is preferred.

Skills & Competencies

• Strong verbal and written communication, presentation, and documentation skills.

• Excellent teamwork, collaboration, analytical, and problem-solving skills.

• Ability to prioritize tasks, manage time effectively, and work under pressure to meet deadlines.

• Basic understanding of business processes and customer support practices.

• Self-motivated, proactive, detail-oriented, and highly accountable.

• A quick learner with a customer-focused mindset and a willingness to adapt to new technologies.

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