Application Support - SME - Cloud

Job Role: SME

Key Responsibilities

Application Operations & Management

• Study and perform capacity planning to ensure adequate capacity is available in applications across all environments (Replica and Prod) as per current and future projections.
• Analyze volumetrics, traffic, and routing patterns, and perform business KPI trending to identify abnormal deviations that may cause system issues. Propose and implement corrective actions.
• Perform continuous end-to-end checks on application functionality, sequence flows, and system load management.
• Handle all escalations for issues not resolved or only partially resolved by L2.
• Track all existing defects in the application and review closure status with the application lead/platform lead.
• Lead and participate in all Sev1/Sev2 issue resolution activities, including:
• Issue analysis, fixing, and RCA identification.
• Log extraction and sharing with Dev/SRE teams.
• Coordinating with Dev/SRE support for workaround/fix.
• RCA preparation and closure of action items.
• Assist in the timely reporting of critical issues to management.
• Generate KPI reports and business metrics for MIS reporting.
  

Alert Configuration & Monitoring

• Ensure all failure points are captured in monitoring and alert notifications.
• Optimize existing alerts based on application behavior.
• Identify and track known gaps for closure.
• Monitor alerts in the NGO Portal on an ongoing basis for exceptions.
• Support the application lead in executing alert reduction plans.
  

Change Management

• Review changes and assess end-to-end impact to avoid destabilizing production.
• Ensure all changes are thoroughly tested in Replica environments and meet production standards.
  

Application Onboarding & New Projects

• Participate in and support project activities (upgrades, migrations, new product implementations).
• Lead functional and regression testing activities.
• Conduct performance and stress testing for completeness.
  

Learning, Training & Documentation

• Create/update technical documentation (runbooks, configuration/design docs) as per review cycles.
• Develop Standard Operating Procedures (SOPs) for team use in immediate actions.
• Prepare training calendars with the application lead, develop training material, and conduct training sessions for team members.
  

Information Security & Audit Compliance

• Lead and resolve application security concerns (InfoSec observations, BAVAMA tasks) with priority action and closure.
• Assist the application lead in audit, compliance, and regulatory tasks, maintaining a specific tracker for expedited closure with ISV team support.
  

Educational Qualifications

• Graduate in any engineering specialization (mandatory).
• A postgraduate in Engineering/Management is an added advantage.
  

Years Of Experience

• Minimum 6+ years.
  

Target Organizations

Knowledge & Skills (Mandatory Unless Specified)

• Minimum 6 years of recent experience in Application Support, Technology Support, DevOps, or CloudOps with readiness to work in a 24x7 support environment.
• Experience managing one or more applications independently and working as an L2/L3 support engineer for 2–3 years.
• Strong hands-on skills in Unix commands, Shell scripting, PL/SQL, and NoSQL.
• Proficiency in programming languages: Java, Python.
• Hands-on experience with observability tools: ELK, Kibana, Grafana, AppDynamics, Splunk, or similar.
• Domain knowledge in E-commerce, Any Domain, Consumer Goods, Supply Chain, or equivalent customer-facing web/mobile applications.
• Proficient in analyzing logs, thread dumps, heap dumps, GC logs, etc.
• Functional knowledge of SAP Hybris, IBM Sterling, Magento Commerce, SAP, or other e-commerce platforms (preferred).
• ITIL Foundation Certification (added advantage).
• Good understanding of microservices architecture.
• Working knowledge of Docker, Kubernetes, and Cloud platforms (Mandatory).
• Strong written and verbal communication skills.