Application Support Analyst

Job Title: Application Support Analyst
Location: Lahore/Karachi/Islamabad
Job Type: Full-time

Company Overview

10Pearls is an award-winning end-to-end digital innovation company that helps businesses imagine and build the future. We are proud to announce that 10Pearls was named as winner of the Best Tech Work Culture Timmy Award in Washington DC by Tech in Motion, recognized on the Inc. 5000 Fastest-Growing Companies List, and was ranked the #1 Most Diverse Midsize Company in Greater Washington. We partner with businesses to help them transform, scale, and accelerate by adopting digital and exponential technologies. Our work has ranged from creating highly usable, secure digital experiences, mobile and software products, to helping businesses modernize through cloud adoption and development and the digitalization of their business processes. Our clientele is highly diverse, including Global 1000 enterprises, mid-market businesses, and even high-growth start-ups. But those are just facts. What makes us unique is that we havea true heartand soul. We have a strong focus on a double bottom line and actively support and engage with the communities where we live and work to make the world a better place.In a nutshell, we believe in doing well, while doing good and know how to balance the two.

Role

10Pearls is seeking an Application Support Analyst to join the Application Support team, supporting multiple suites of applications for a diverse range of clients. The ideal candidate will be responsible for monitoring, troubleshooting, and resolving application issues while ensuring high service availability and SLA compliance.

Responsibilities

• Monitor support tickets and proactively manage potential SLA breaches
• Troubleshoot and resolve production issues for web applications and APIs
• Perform small-scale fixes, maintenance tasks, and testing efforts
• Implement production changes and support deployment activities
• Manage environments, configuration changes, and data fixes
• Write automation and monitoring scripts for applications and services
• Monitor applications for outages, incidents, and performance issues
• Ensure SLA compliance for incident response and resolution timelines
• Coordinate with internal teams and stakeholders for issue resolution
• Maintain and update technical documentation and knowledge bases
• Analyze reported issues and identify appropriate fixes or maintenance actions
• Provide excellent customer support and technical assistance to clients
• Acquire and maintain knowledge of existing and new systems to ensure effective support delivery
• Support continuous service improvement initiatives and operational excellence

Requirements

• Bachelor’s degree in Computer Science or a related field is preferred
• 3+ years of experience in Application Support or a similar role
• Strong expertise in troubleshooting web applications and REST APIs
• Hands-on experience with SQL queries and stored procedures
• Good knowledge of Java and Spring technologies for API troubleshooting
• Familiarity with JavaScript, HTML, CSS, and XML
• Experience with MySQL and Oracle databases
• Strong understanding of Unix and Perl scripting
• Experience working with Jira or similar ticketing systems
• Hands-on experience with monitoring tools and metrics reporting
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management abilities
• Understanding of ITIL processes and support best practices