Application Production Support

About Company:

Our client is a global technology consulting and digital solutions company that enables enterprises to reimagine business models and accelerate innovation through digital technologies. Powered by more than 84000 entrepreneurial professionals across more than 30 countries it caters to over 700 clients with its extensive domain and technology expertise to help drive superior competitive differentiation customer experiences and business outcomes.

Job Description:

Must haves
1 More than 5 years of experience in application production support
2 Great troubleshooting skills and can provide L2 and L3 production support
3 Team leading abilities
4 Experience in various ITSM tools including ServiceNow
5 Have experience in creating knowledge documents SOPs etc
6 Experience in meeting SLAs MTTRs and other operational metrics for any production support
7 Excellent in both verbal and written communication

Responsibilities

Incident Management

Provide Level 2 and Level 3 support for application related incidents ensuring timely resolution and minimal impact on business operations
Diagnose and troubleshoot complex technical issues collaborating with Level 1 support and development teams as needed

Problem Management
Conduct root cause analysis for recurring incidents and implement permanent fixes to prevent future occurrences
Work closely with development teams to address underlying application issues

Monitoring and Alerting

Monitor application performance and proactively address issues before they impact users
Respond to alerts generated by monitoring tools and take appropriate actions to prevent service disruptions

Release and Deployment Support

Assist in the deployment of application releases and updates ensuring smooth transitions and minimal downtime
Validate configurations and environments to maintain consistency across different stages of the deployment process

Documentation

Maintain comprehensive documentation for applications support processes and troubleshooting procedures
Contribute to the knowledge base to facilitate Level 1 support and enhance team efficiency

Communication

Communicate effectively with internal teams and stakeholders to provide updates on incidents resolutions and ongoing support activities
Participate in bridge calls and meetings to coordinate efforts during critical incidents

Continuous Improvement

Identify opportunities for process improvement and automation to enhance the efficiency of support operations
Stay updated on industry best practices and emerging technologies relevant to application support

Shift Flexibility

Willingness to work in a 24 7 shift environment including nights weekends and holidays as required

Qualifications

Minimum of 5 years of experience in application production support with expertise in both Level 2 and Level 3 support
Strong technical knowledge of application architecture databases and middleware
Excellent communication and interpersonal skills
Experience with incident and problem management processes
Familiarity with ITIL framework and practices
Good experience in ITSM tool ServiceNow JIRA
Ability to work independently and collaboratively in a fast paced environment

Employment type : Fulltime

Job location : PAN INDIA

Work mode : Hybrid

Work experience : 4 to 6 Years

Notice Period : 1530 Days

CTC : MaxLPA