Application Support Analyst

Responsibilities:

• Monitoring the production system and ensuring its performance and stability.
• Action on issues reported by L1/monitoring teams. Coordination with L3/vendor team for restoration of any faults.
• Trouble ticket resolution - Resolve day-to-day customer issues.
• Coordination with IT/network teams to resolve any operational or functional issues.
• Responsible for answering ad hoc requests from various teams.
• Analyse the Logs and try to resolve the issues, escalate issues well in advance and suggest alternative approaches.
• Analyse and Automate Healthchecks, performance metrics-related data extraction, etc.
• Deploy CRs on production environments and ensure smooth system performance.
• Follow ITIL processes and exhibit expertise in Incident, problem, and change management.
• Ensure SLA compliance for application and trouble tickets.
• Proactive competence development of self in new solution areas and certifications.
• Provide effective 360-degree feedback on the ailing elements in the current solution and co-ordinate with the Design team/L3/ Vendor to fix them.

Requirements:

• Hands-on experience in troubleshooting enterprise SOAP/REST API-based applications running on OpenShift Container Platform (OCP).
• Proficient in HPSM ticket management and production monitoring using Grafana, AppDynamics, and Nagios.
• Proficient in Kibana/grey-log analysis for API transaction tracing, exception analysis, production incident investigation, application defects, and Root Cause Analysis (RCA).
• Collaborate with cross-functional teams to resolve complex production issues, support application deployments, and ensure stable and reliable service delivery.