Application Support Analyst (L1 & L2 support)

About the role:

Broad Responsibilities:

The Application & Systems Analyst is responsible for technical issues and works collaboratively with software development, and quality teams, to facilitate problem solving. This is a hands-on role and as a Sr. Application & Systems Analyst you will be responsible for implementing and documenting support processes, procedures and standards, and supporting the team in meeting deadlines for the escalated issues, utilising Service Desk to prioritise raised tickets. They act as a leader or mentor for new or evolving analysts in the APS team. The role is to be part of our Application and Production Systems team and requires either a prior experience or a demonstrated aptitude, for a mix of abilities for applications and systems technical support, priority management, and work coordination; depending on level.

Detailed Responsibilities:

The Application & Systems Analyst will have a background in applications support, production support, databases, dev-ops, and networked systems. While the responsibilities are primarily technical, they also have supervisorial responsibilities in delegating work and key responsibilities will include:

Application Support & Deployment:

• Responsible for Applications & Production Systems Support activities e.g. service requests, issues resolution, system deployments, monitoring and associated compliance/certification testing, in consonance to mandated process/specifications requirements.
• Responsible for providing the first-line of after-deployment technical support for applications and and/or associated production systems diagnostics, and network health monitoring. [Resolve L1, L2, and act as a support for L3 issues]
• Responsible for Deploying applications on client system or production environment
• Responsible for Coordination and/or for deploying hands-on fixes, patches and software updates at the application level, and as appropriate at the network level including installing and upgrading applications, and configuring systems and applications

Incident & Problem Management:

• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to the Product Engineering and/or Systems Engineering, or to higher level of expertise within organization, along with observations from investigative and diagnostic assessments made thus far with possibilities scenarios
• Supports root cause analysis and corrective, preventive action planning; and for documenting the learning from support experiences and escalated issues, to enhance the internal knowledge base, to continually enhance the workflows
• Monitor and track issue/incident tickets, through service desk and other channels, and research, diagnose, troubleshoot and identify solutions to resolve system / application issues, in a timely manner, while ensuring service level requisites (SLAs) are met or exceeded on the better side
• Leverage problem solving skills and periodically assess improvement opportunities in the workflows, and then work together in a small group(s) to craft a pitch to present the idea to the decision makers, for accelerating continual improvements across functions

Miscellaneous Activities:

• Monitor and track production systems, anticipate and address potential issues before they become issues; also, be monitoring network performance and validating production systems logs proactively
• Responsible for execution of various compliances testing and financial systems certifications
• Ensure that communications to key stakeholders are provided in a concise and timely manner

Preferred Knowledge, Skill & Ability:

• Experience in application/production support, change management and release management, deployment planning and deployment execution in UAT/Production
• Strong Unix skills for troubleshooting and supporting automations
• Good understanding of Databases like MYSQL, SQL, and J2EE application servers like Apache Tomcat; and working knowledge of network configuration
• Experience in doing RCA for any issue in infrastructure or application by debugging logs, source code, database objects or any scripts.
• Strong Interpersonal skills and ability to effectively influence and develop strong relationships with key stakeholders;
• Natural aptitude for trouble shooting & problem solving
• Must be able to demonstrate a customer first approach to support
• Should be flexible to work in 24x7 rotational shifts, as per the business requirements
• Banking/Fintech experience is required in this role (Knowledge of NPCI products like UPI, IMPS, BBPS or API Banking is mandatory)

Information Security Requirements

Awareness and adherence to Information security guidelines, typically including but not limited to ISO 27001, PCI-DSS and SOC 2 compliance requirements