Associate Application Support Specialist - L1

Job Title

Associate Application Support Specialist - L1

Role Summary

The L1 Analyst provides first-line operational support for business-critical applications. The role focuses on monitoring, alert handling, initial triage, basic troubleshooting, user assistance, and timely escalation, ensuring stable and reliable application operations. The individual will work closely with L2/L3 teams and follow runbooks, SOPs, and ITSM processes to maintain service continuity.

Key Responsibilities

Monitoring & Alert Handling

• Monitor application and system health using approved monitoring tools.
• Acknowledge and respond to alerts within defined SLAs.
• Perform initial triage and identify impacted application components.
• Review logs and identify common Java-related errors and exceptions.
• Monitor batch jobs (Autosys or equivalent) and execute approved recovery actions.

Initial Troubleshooting & Recovery

• Execute Shell, Python, or PowerShell scripts for health checks and validations.
• Perform standard recovery procedures as defined in runbooks and SOPs.
• Validate application health following restarts or changes.

Incident Management & Escalation

• Log, categorize, and update incidents in ServiceNow or similar ITSM tools.
• Resolve issues within L1 scope and escalate complex issues with complete diagnostic details.

User Support & Documentation

• Assist end users with access, navigation, and configuration-related issues.
• Contribute to knowledge base articles, SOP updates, and shift handover documentation.

Compliance & Collaboration

• Adhere to security, access control, and audit requirements.
• Collaborate with L2/L3, development, and support teams to improve operational efficiency.

Technical Skills

• Basic understanding of Java application components (JVM, Heap, Threads).
• Basic Unix/Linux command-line knowledge.
• Ability to execute Shell, Python, or PowerShell scripts.
• Familiarity with monitoring tools such as Grafana, Splunk, and AppDynamics.
• Understanding of networking fundamentals, MQ, batch operations, and ITSM processes.
• Knowledge of Autosys or similar job schedulers.
• Basic COBOL knowledge.
• SQL fundamentals and querying skills.

Soft Skills

• Strong communication and customer service orientation.
• Ability to follow defined procedures and maintain accurate documentation.
• Analytical mindset with a willingness to learn.
• Ability to work in a 24x7 rotational shift environment.

Experience & Education

• 1 to 4 years of experience in IT Operations or Application Support.
• Bachelor's degree in IT, Computer Science, or a related discipline preferred.
• Exposure to ticketing systems and remote support tools is an added advantage.

Working Conditions

• Rotational shifts, including nights, weekends, and holidays.
• Fast-paced environment with multiple priorities.
• Hybrid working model.