Application Support Specialist

About the role

MTN Cameroon is looking for an Application Support Specialist in Douala. The role covers managing application incidents through the full ITIL lifecycle, from detection to resolution, and includes liaison with vendors such as TechMahindra ESF.

Key responsibilities

• Manage application incidents through the full ITIL lifecycle, from detection to resolution
• Conduct root cause analysis for recurring application problems and implement permanent fixes
• Perform application patch management, version upgrades and configuration changes under change control
• Monitor application health dashboards and proactively identify performance degradation
• Liaise with vendors on escalated application issues and maintain support documentation and known error articles
• Work in a team, lead team meetings and contribute on specialist and technical topics when required
• Take part in operational, tactical and strategic meetings, project reviews and risk mitigation discussions
• Manage escalations affecting critical service delivery and prepare documentation for sign-off on tactical changes
• Review performance against KPIs, SLAs and reverse SLAs, and report periodically on progress and ad hoc on projects
• Manage the sub-division budget, monitor expenditure and ensure cost optimisation
• Act as a compliance champion, follow all legislation and policies, and attend compliance training

Required profile

• Minimum Bachelor's degree in IT, Computer Science or a related field; ITIL Foundation certification preferred
• Minimum 3 years in application support or systems administration
• Team player with initiative, adaptability and ethical conduct

Required skills

• Enterprise application support and administration
• ITSM tools (Jira, ServiceNow)
• SQL and basic database queries
• Log analysis and application monitoring tools
• Technical troubleshooting, incident management and documentation