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We are seeking a highly organised and technically proficient professional to ensure the reliable operation of critical infrastructure applications in a global environment. In this role, you will provide 2nd-level application support, manage incidents and changes, drive operational excellence, and collaborate closely with cross-functional teams to maintain seamless service delivery.

YOUR CHALLENGE
- Ensuring the operation of infrastructure applications in respect to application management (2nd level support) in a global environment
- Respond promptly to incident tickets raised by monitoring tools or the Local Service Desk; conduct root cause analysis, troubleshooting, and resolution within defined SLA targets
- Act as a central point of coordination between Incident Managers, Application Owners, 3rd-Level Support teams, and business stakeholders during ongoing events or outages
- Manage and administer change requests (RFCs) related to telecom applications, ensuring proper documentation, risk assessment, approvals, and implementation according to ITIL change management processes
- Participate in scheduled system releases, patch deployments, and Disaster Recovery (DR) exercises, which may require weekend or off-hour involvement
- Engage in projects relating to operational aspects for existing or newly integrated applications or infrastructure components
- Routine data cleansing of the systems
- Identify opportunities for process optimisation and automation of recurring manual activities to improve efficiency and reduce error rates
- Maintain and continuously update operation guides, runbooks, and knowledge articles in the company’s service management platform (e.g., ServiceNow, Confluence)
- Work independently with high precision and accountability, demonstrating ownership over assigned systems and workflows

YOUR PROFILE
- Successfully completed tertiary education in Computer Science, Information Technology, or a recognised IT apprenticeship/certification programme
- Minimum of 3 years of professional experience in IT support, ideally within a large-scale or international organisation
- Demonstrable experience with: Windows Server administration; Network fundamentals (TCP/IP, DNS, DHCP, Firewalls, QoS); VoIP technologies and protocols (SIP, RTP, H.323, SCCP); Voice Recording Systems
- Holders of ITIL Foundation certification are strongly preferred; familiarity with ITIL best practices (Incident, Problem, Change Management) is essential
- Proven ability in advanced troubleshooting of complex, distributed systems in a multi-site environment
- Process-driven mindset with strong analytical and problem-solving skills