Job Description

The Application Support Analyst will provide dedicated production and operational support for the Tiki platform. The team will ensure timely support for business users, effective production issue management, release validation, post-release monitoring, SLA tracking, and visibility to management.

Key Responsibilities

• Provide day-to-day application support for the Tiki platform and related business workflows.
• Monitor Tiki Admin, Console, onboarding, transaction flows, user activities, and operational processes.
• Log, track, escalate, and follow up on production issues through closure.
• Support business users during go-live, post-go-live, and daily operations.
• Coordinate issue resolution with Product, Engineering, QA, Security, Compliance, Operations, and vendors.
• Support release validation, deployment checks, change evidence, and post-release monitoring.
• Maintain known-error records, FAQs, runbooks, operational guides, and support documentation.
• Prepare incident reports, RCA follow-up, corrective action trackers, and SLA reports.
• Support audit evidence, access reviews, change records, and operational resilience documentation for Tiki.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
• 3–5 years’ experience in Application Support, Technical Support, IT Operations, or a similar role, preferably within fintech or financial services.
• Strong understanding of enterprise/business applications and transaction-based systems.
• Experience in cross boarder payment platform.
• Experience with support ticketing/helpdesk tools such as Jira, Zendesk, or similar platforms.
• Basic to intermediate knowledge of SQL and database querying for troubleshooting and data validation.
• Familiarity with APIs, API response codes, and integration troubleshooting.
• Ability to analyze application/system logs and identify root causes of issues.
• Understanding of incident management, escalation processes, and SLA-driven support environments.
• Basic knowledge of cloud infrastructure, servers, and application architecture.
• Experience supporting fintech products, digital payments, or transaction workflows is an added advantage.
• Strong problem-solving and analytical skills with attention to detail.
• Excellent verbal and written communication skills for interacting with technical and non-technical stakeholders.
• Ability to prepare reports, document issues, and maintain knowledge base/runbooks.
• Ability to work under pressure, prioritize tasks, and manage multiple issues simultaneously.
• Willingness to work in shifts, weekends, or on-call support where required.

Benefits

Industry Standard

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