IT Application Support Associate (Shift-based)

Responsibilities

• Monitor application systems, infrastructure health, alerts, and alarms on a shift basis to ensure continuous service availability.
• Respond to customer queries and support tickets, providing timely assistance and updates.
• Investigate system failures, application errors, and performance issues; apply fixes where possible or escalate to relevant stakeholders.
• Perform first-level troubleshooting, log analysis, and root-cause identification.
• Collaborate with development, DevOps, and infrastructure teams for incident resolution and preventive measures.
• Maintain detailed documentation of incidents, resolutions, and known issues for future reference.
• Participate in the incident management and escalation process, ensuring SLA compliance.
• Suggest improvements to monitoring tools, support processes, and system reliability.
• Provide end-of-shift handovers and maintain accurate records of ongoing issues.
  

Qualifications:

• Proven experience in Application Support, IT Operations, or System Monitoring roles.
• Strong understanding of monitoring tools (e.g., Datadog, Splunk, Last9, Sumologic or equivalent).
• Familiarity with incident management and ticketing systems (e.g., JIRA, ServiceNow).
• Basic knowledge of databases (SQL), and debugging fundamentals
• Ability to troubleshoot application and system issues quickly and effectively.
• Excellent communication and collaboration skills to work with cross-functional teams and customers.
• Willingness to work in 24x7 shift rotations (including nights)
• Strong problem-solving mindset with attention to detail.
  

Nice to Have

• Experience with cloud environments (AWS, Azure, GCP).
• Knowledge of scripting languages (Python, Shell) for automation of routine tasks.
• Prior experience in supporting enterprise-scale applications. If you are a proactive and reliable engineer with a passion for ensuring system uptime and customer satisfaction, we would love to hear from you!