This is pretty much a stab in the dark, in other words a wild guess. But it sounds as if there is a team of people who provide applications support, where "application" has the computer industry meaning of user programs (as distinct from the system programs in the operating system). It is quite normal to channel any queries or problems about applications through a particular person (kundernas systemförvaltare / systemägare), who then passes the queries and felanmälningar on to the support team. Quite often, this particular person has a special phone number or direct access (direktingångar) to this applikatoriska team.

Admittedly my translation is rather free, but there is some support for this theory buried deep in the ref below.