Application Production Support

Position Purpose:

Senior Support Analyst will be responsible to provide level 1 and level 2 functional and technical support, role will require high level of commitment and pro-activeness to maintain the 24*7 availability of the applications leveraging on other sites in follow the sun model. Support of in-scope applications including but not limited to monitoring, troubleshooting, resolving and communicating the production events. Maintaining the application Infrastructure & peripherals in production and staging, managing obsolescence & upgrade activities, Role will be responsible for resolving user queries and provide functional support utilizing systems technical architecture knowledge. Ensuring smooth execution of batches, delivering the production change, manage Incidents and problem within the in-scope applications. The role needs to ensure availability of the application & that all relevant events and issues are recorded and resolved in timely manner.

Technical and Behavioral Competencies:

Good working knowledge in Linux & Windows environment with troubleshooting & administration experience

Good Working knowledge on database such as Oracle DB / Microsoft SQL Server

Hands on Scripting knowledge & experience on any language Shell scripting/ Python

Generic knowledge on application firewalls, load balancers, networking principles, DMZ, network security

Good knowledge on ITSM and Application production support tools & protocols

Hands on knowledge on Monitoring Tools like Dynatrace/Geneos or others

Hands on knowledge on Scheduling Tools like Autosys/Cron

Good to have Skills:

Exposure to Devops platform (Jenkins/Ansible tower)

Exposure to application metrics and reporting tools like Kibana

Understanding of dependency management (Gradle/Maven), Event based frameworks (Kafka/IBM MQ)

Experience with IIS Administration / Weblogic /Webshpere administration

Experience with Java application servers like IBM WebSphere or Apache Tomcat.

Ability to configure a Java Application Server, notably:JVM settings,HTTP Connector configuration,Database Connection Pool,MQ Connection Pool

Experience with ELK stack, Elastic search

Direct Reposibilities:

Candidate must work as level 2/3 and be an escalation point for others in the team to bring technical and product issues to resolve.

Responsible for monitoring production environment and act proactively to prevent performance issues or application crash.

Responsible for resolving support issue by using his technical expertise and flexible enough to look for solutions that may be out of the box.

Handling ITIL Methodologies like Change, Incident, Problem, and Service Management

Monitoring night batch and ensuring reports are generated well and transferred to client by adhering the SLA defined.

Monitor the recurrent incidents, perform problem management and escalate to the next level of support or development team when required

Coordinate with Infrastructure teams on events of patching & up gradation of servers to ensure the applications are stable & running after the infra work

Responsible for UAT/PROD deployment & validation,

Analyzing/documenting problems, recommending solutions, & initiating corrective action

Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Contributing Responsibilities:

To Train new comers for functional and technical knowledge

To improve the application performance

Provide technical leadership and mentoring to junior developers

Education Level:Bachelor Degree or equivalent

Experience Level:4 to 8 years