About The Position
Buddle is hiring an Application Support Analyst to help keep business-critical applications and services running smoothly. The role involves monitoring systems, investigating technical issues, and providing timely support across cloud, on-premises, and hybrid environments. The analyst will work with a distributed support team providing 24/7 coverage, collaborating across locations to resolve incidents and maintain effective shift handovers. This is a hands-on technical role for a methodical, proactive problem-solver who can work independently, take ownership of incidents within their responsibility, and communicate clearly while supporting live production environments. The position is remote and home-based, with a regular schedule of four days on and four days off, working 12-hour overnight shifts from 6:00 PM to 6:00 AM. Training and onboarding follow a structured schedule before transition to the regular shift pattern. Occasional participation in training, technical workshops, product familiarisation, or other client activities may be required.
Requirements
- Experience in application support, technical support, production support, or a similar IT support role.
- Practical experience supporting Linux environments and troubleshooting web applications.
- Working knowledge of AWS and cloud-based environments.
- Experience using SQL to investigate application or data-related issues.
- Ability to analyse complex logs, system alerts, and error messages to identify and troubleshoot problems.
- Understanding of monitoring tools, IT service management systems, and incident management processes.
- Experience troubleshooting across on-premises, cloud, or hybrid environments.
- Ability to handle incidents according to priority, including supporting critical incidents and escalating appropriately.
- Strong analytical and problem-solving skills, ability to work independently, and ability to manage competing priorities.
- Clear written and verbal English communication skills, particularly for documenting technical issues and updating stakeholders.
- Familiarity with Agile and DevOps ways of working.
- Willingness to work within a 24/7 support operation, including the required overnight shift schedule.
Nice To Haves
- Experience providing out-of-hours, overnight, or shift-based technical support.
- Experience supporting production workloads in AWS or other cloud environments.
- Exposure to business-critical, high-availability, or regulated systems.
- Knowledge of networking fundamentals and infrastructure troubleshooting.
- Experience contributing to root cause analysis, post-incident reviews, and service improvement initiatives.
Responsibilities
- Monitor applications, systems, and alerts to identify potential issues and service disruptions.
- Investigate, troubleshoot, and resolve application and system incidents, escalating complex issues when needed.
- Lead or support P1 and other high-priority incidents, ensuring clear ownership, timely action, and appropriate escalation.
- Analyse application logs, system behaviour, and error messages to identify root causes and support resolution.
- Work with engineering and specialist teams to resolve complex technical issues and restore services.
- Troubleshoot issues across Linux-based systems, web applications, databases, and cloud environments.
- Use SQL queries and log analysis to investigate application behaviour, data issues, and system errors.
- Support applications across on-premises, cloud, and hybrid infrastructure.
- Use monitoring, IT service management, and remote monitoring tools to track incidents, identify recurring issues, and maintain service visibility.
- Follow incident, problem, and change management processes to maintain service quality and reliability.
- Provide stakeholders with clear, timely updates on incident progress, impact, and resolution.
- Maintain accurate incident records, technical documentation, troubleshooting procedures, and records of technical activities, system changes, and resolutions.
- Contribute to root cause analysis, incident reviews, and improvement initiatives to help prevent recurring issues.
- Collaborate across locations and provide clear shift handovers to maintain continuity of support in a 24/7 operation.
- Handle incidents and service requests promptly and effectively in line with agreed SLAs and internal service expectations.
- Follow documented operating procedures, maintenance instructions, technical guidelines, and operational support procedures.
- Support operational readiness and service continuity through system monitoring and other required activities.
- Maintain a focus on system reliability, service quality, and customer experience.
- Participate in training, product familiarisation, knowledge-sharing activities, and occasional technical workshops or client activities.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
