Job
Description
Job Role : Application Support L2 Key Responsibilities Application Operations & Management: Perform system health checks by running the checklist by way of, workflow, functionality & sequence flow checks, Open alerts and acknowledgement, System load monitoring (Memory, CPU, I/O Utilization, disk space, file system) Checks of all daily cron jobs. Perform Critical and other application services checks and check errors in logs if any Review and check user level requests/issues reported via email and ensure timely response Perform checks on E2E application w.r.t critical business use cases and business metrics Monitor the NGO /application dashboards for alarms/deviation on ongoing basis. Check for new tickets in HPSM tool and work on closure as per the SLA Support SME in all Sev1/ Sev2 Issues and resolution activity by way of 'Issue analysis, 'Log extraction and sharing with the Dev / SRE team Alert Configuration and Monitoring Coordinate with the Tools team and perform alert configuration for application Monitor the Alerts in NGO Portal on ongoing basis for any exceptions Assist SME to work on alert reduction plan Learning, Training and Documentation Refer to the technical documentation (runbooks, configuration, design docs) for daily /change tasks Attend the training sessions as per the training calendar and/or conducted internally Be aware on new application features, releases, patches Attend self-learning sessions on online platforms and LMS (4 hrs /month) Ticket reduction and Productivity Improvements Perform detailed analysis of existing tickets Work on ticket reduction plan by identifying actions and activities Work on automation initiatives as per direction from SME and app leads. Daily Task Handover Ensure all tasks are effectively handed over to next shift member in seamless manner. Ensure documented update is shared to team at the time of shift closure. Participation in Knowledge Transfer sessions within the team. Access Provisioning Onboard new users in applications as per Business requests Modification /disabling users in application as per Business request Perform id validation cycle and perform changes (disable/deletion) Troubleshoot Access related issues as reported by Business Educational Qualifications Graduate in any engineering specialization +3 Years of Experience Skills: closure,log extraction,learning,application,application operations,automation,sme,training,access,system monitoring,documentation,issue analysis,alert configuration Show more Show less
