The Application Support Team is a team of invaluable professionals supporting our organization's mission-critical applications. They support the applications in all major domains by providing technical, functional & system support.

In this role, each team member supports our end user community, internal IT teams and external third-party support partners in a personable and professional manner. They bring a developed approach to diagnosing issues with the willingness to collaborate to find the best possible solutions.

A successful candidate in this role can demonstrate the effective use of monitoring tools, perform a deep-dive in troubleshooting and investigating, and be able to clearly and effectively communicate the outcomes. They are continually seeking new & better ways to meet the changing world of application security.  They have an inquisitive mind, willingness to learn, skill at facilitating technical conversations and the ability to fail fast to keep progress moving forward. 
 

• Provide 2nd and 3rd level of technical, functional & system support of core applications in major domains.
• Ensure all incidents are addressed, updated, and closed following predetermined Service Levels, Incident, and Problem Management processes
• Act as primary on-call contact for issues and investigations related to core applications
• Perform trend analysis to highlight recurring incidents within the production applications environment and develop solutions to address the root cause
• Identify, research, and resolve technical problems of the applications, including code-level analysis
• Demonstrated success in creative problem solving, finding viable alternative solutions, and documenting those solutions
• Demonstrate a commitment to knowledge-centered support principles
• Develop and promote security best practices for production applications within the organization
• Provide technical expertise to internal customers through collaboration with the end-user community for clarification of requirements and the communication of solutions
• Verify the completeness and integrity of incident updates and solutions provided by third party support partners
• Participate in internal audit processes for corporate applications
• Work with the IT Team to ensure a smooth support transition from Delivery to Operations.
• Participate in validations activities related to patching, maintenance, and deployments.
• Effectively communicate to the business process owner, product owner and management 
• Participate in testing cycles with the Quality Assurance team to ensure the operability (monitoring, supportability) of infrastructure, applications and business processes

Profile:

• Ability to take a business-centric and holistic approach in delivering support
• Comfortable working in a production environment requiring 24x7 support and being part of an on-call rotation
• Excellent verbal and written communication skills to ensure issues and resolutions are understood and translated accurately
• Values an environment where business process knowledge is equally as important as technical knowledge
• Self-directed and able to use online training and documentation to learn about existing software features and develop new guidelines for others on the team
• Ability to learn new concepts, systems, and software independently and quickly
• Ability to build strong relationships
• Ability to follow processes and guidelines
• Aptitude for mentoring and assisting team members

Professional Experience & Educations

• Bachelor’s Degree in Computer Science, Computer Engineering or equivalent training or experience
• 2+ years working experience with ServiceNow or comparable IT Service Management toolsets
• Past experience working in Agile or Kanban environments
• 2+ years practical experience of SalesForce
• SAP experience is a plus
• 3+ years of scripting (Unix, Perl scripting, JSON )
• 3+ years of working knowledge of relational databases (SQL SERVER, Oracle, etc)
• Knowledge of Service-Oriented Architecture (SOA), Enterprise Service Bus (ESB) & ActiveMQ
• Familiar working with Monitoring tools like Thruk, UIM, or AppDynamics.
• Experience with application interfacing (AIF, XML/SOAP web services, business connectors, APIs)
• Good understanding of AWS Services: IAM, API Gateway, Cognito, Lambda, S3, SNS/SQS, EC2, VPC and networking, Cloudformation a plus.
• Understanding of DevOps and CICD pipelines
• 3+ years of working knowledge of Database services like DynamoDB
• 3+ years’ experience in the cloud industry, including IoT data collection, data storage, analytics, and application development, with AWS or Azure cloud platforms, preferred
• Demonstrated experience with one or more of the following: programming languages, application development (including low code/no code) like AirTable, Zapier. 

Exposure to data visualization techniques and data analytics like UDP, Splunk