ROLE PURPOSE
The Application Support Specialist III provides specialist support to technical and business users and helps ensure that IT operations within the Digital Service Layer (DSL) run smoothly. The role plans and coordinates application support activities, investigates complex incidents and root causes, supports changes, releases and deployments, and maintains clear communication with teams, stakeholders and users. The position also supports the DSL Platform as a Service (PaaS) environment and contributes to stable, reliable day-to-day service delivery.
ROLE DESCRIPTION
Manage and deliver application support within the Digital Service Layer (DSL) team
- Plan, coordinate and handle application support activities across the assigned environment.
- Investigate and analyse incidents and recurring problems to establish the root cause and determine an appropriate resolution path.
- Plan and manage changes within the specified environment.
- Support software releases and deployments.
- Provide backup support to relevant team members and leads.
- Support Platform as a Service (PaaS) services delivered by the DSL team.
Ensure timely and effective communication with teams, stakeholders and business users
- Liaise closely with team members, team managers and relevant stakeholders.
- Maintain regular communication with users regarding incidents, changes, progress and resolutions.
- Communicate technical information clearly to both technical and business audiences.
Support effective day-to-day IT operations
- Monitor and follow up assigned service desk calls in line with agreed service expectations.
- Identify support-call trends and contribute to sustainable corrective actions.
- Handle relevant support issues and escalate where specialist intervention is required.
- Contribute to stable, reliable and continuously improving application services.
QUALIFICATIONS AND EXPERIENCE
Essential
Matric with relevant experience equivalent to three times the specified years of study.
3-5 years experience in application support.
Advantageous
Diploma or degree in Information Systems, B.Sc. Computer Science or a similar IT-related field.
3-5 years experience in a retail environment.
1-3+ years experience in software development and testing.
3+ years experience supporting cloud solutions, preferably AWS.
3-5+ years experience working on projects in Agile and DevOps environments.
POSITION-SPECIFIC TECHNICAL REQUIREMENTS
- Agile/Scrum toolsets, preferably Atlassian.
- Understanding of web services, including SOAP and REST.
- Hands-on experience in a DevOps environment.
- Root-cause analysis, incident resolution and problem trend identification.
- Software release, deployment and change support.
- Cloud and PaaS support exposure, preferably AWS.
KEY COMPETENCIES AND WORK ETHIC
• Deciding and initiating action - Makes sound decisions and takes ownership of actions and outcomes.
• Working with people - Builds collaborative relationships and contributes effectively across teams.
• Relating and networking - Engages confidently with technical teams, stakeholders and business users.
• Applying expertise and technology - Applies technical knowledge to diagnose issues and provide practical solutions.
• Learning and innovating - Remains curious, learns continuously and contributes ideas for improvement.
• Planning and organising - Prioritises work effectively and coordinates activities within agreed timelines.
• Delivering results and meeting customer expectations - Maintains service quality and focuses on reliable outcomes for users.
• Following instructions and procedures - Works within agreed standards, controls and support processes.
• Adapting and responding to change - Responds constructively to changing priorities and operational demands.
• Coping with pressure and setbacks - Remains composed and delivery-focused in a fast-moving support environment.
• Entrepreneurial and commercial thinking - Understands how stable IT services support business performance.
WAYS OF WORKING
One Shoprite team
Leverages the strengths of the Group, contributes to omnichannel capability and works as one team.
Operate like a startup
Looks for agile, rapid ways to deliver, remains curious and acts with ownership.
Start with the customer and work backwards
Uses customer feedback and customer-first thinking to support useful, reliable solutions.
Our Group and all its operating companies is committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.
We are committed to Employment Equity when recruiting internally and externally.
Please take note that by responding to this application and providing your personal information, you confirm your express and informed consent for Shoprite Checkers (Pty) Ltd and all its subsidiaries and affiliates companies to process your personal information for the Company to consider your application for this position. All Personal Information which you provide to the Company will be used and/or retained only for the purposes for which it is collected, whereafter it will be permanently destroyed. Your information is only retained if it is required by law or where you have given consent to us to retain such information for an extended period.
If you don’t hear from us within 14 days, please consider your application unsuccessful. Any personal information collected as part of your application will be destroyed, securely, in accordance with South African legislation.