Application Support Analyst, Internal Apps Wadala

Role & responsibilities

• Monitor application and system health using appropriate tools and dashboards.
• Provide L1/L2 support for applications developed with in Mercuria.
• Investigate, diagnose, and resolve incidents and service requests within SLA.
• Handle and manage support tickets via tools like JIRA and ServiceNow.
• Coordinate with development teams for bug fixes and enhancements.
• Support deployment and release management activities across multiple environments.
• Perform root cause analysis (RCA) and post-incident reviews to improve system resilience.
• Maintain support documentation and contribute to knowledge base articles.
• Participate in an on-call rotation for after-hours support.
• Improve the day to day process to automate as much manual work as possible.
• Communicate with clients/vendors as required: inform/chase for incident progress, notify them of impending changes or agreed outages
• Good organizational skills in managing issues, projects and communicating to the stake holders.
• Fast turnaround of client requests
• Log and prioritize tickets in ServiceNow.
• Improve client service, perception, and satisfaction.

Preferred candidate profile

Technical Skills

• 2-5 years of experience in application or production support roles.
• Strong understanding of Java/J2EE applications and troubleshooting JVM-related issues.
• Working knowledge of commodity markets and trade life cycle (Physical & derivative products) is an advantage.
• Familiarity with Apache Kafka topic monitoring, consumer/producer debugging, log management, Denodo and data virtualization concepts.
• Hands-on with monitoring/logging tools like Splunk, Grafana, Kibana, Prometheus, etc.
• Proficiency with Unix/Linux, shell scripting, and SQL.
• Must have strong knowledge of Microsoft SQL Server programming skills to adapt queries and stored procedures.
• Good knowledge in any of the programming languages like C/ C++/ Java/.Net
• Knowledge of databases like MSSQL/ MySQL/ Oracle
• Working experience of source control systems like Git, automation platforms like Ansible.
• Experience with data visualization tools like Tableau, Power BI, Qliketc.,
• Familiarity with CI/CD tools and release management practices.
• Exposure to cloud platforms (AWS, Azure, GCP).
• Knowledge of containerization tools (Docker, Kubernetes).

Experience with ITIL processes (incident, problem, change management).

Non-technical Skills

• Fluent in English
• Excellent communication skills to interact with various stakeholders both internal and external.
• Ability to work under pressure and manage/prioritize multiple requests/projects independently.
• Analytical and critical thinking with ability to solve complex issues.
• Adapt to changes quickly and communicate effectively.
• Motivated and willing to learn and work on different systems 3rd party and in-house developed
• Able to support team members in different geographical regions.
• Self-starter and willing to work independently with minimal supervision
• Enthusiastic about doing new things and learning new technologies
• The ability to communicate complex procedures to other colleagues
• Attention to detail and desire to probe further into data