- Professional
- Ufficio in Pune
Key Responsibilities:
Troubleshooting and Issue Resolution:
- Investigate and analyze reported issues, identifying root causes and implementing effective solutions.
- Collaborate with L1 support, development teams, and other stakeholders to resolve complex technical problems.
Application Maintenance:
- Ensure the availability, reliability, and performance of assigned applications.
- Implement application patches, updates, and configurations as needed.
Monitoring and Performance Optimization:
- Monitor application performance and proactively identify areas for improvement.
- Collaborate with development teams to optimize code and enhance application efficiency.
Documentation:
- Maintain comprehensive documentation for troubleshooting procedures, system configurations, and resolutions.
- Create knowledge base articles for common issues to facilitate faster issue resolution by L1 support.
Customer Support:
- Provide timely and effective communication to end-users regarding issue status and resolution
- Collaborate with the customer support team to address user queries and concerns
Incident, Change and Problem management:
- Work within defined SLAs to manage and resolve incidents promptly
- Escalate critical issues to appropriate teams and management as needed
- Understanding of problem management processes to identify and address recurring issues
- Knowledge of change management processes for controlled and documented system modifications
Collaboration and Training:
- Collaborate with L1 support, development, and QA teams to improve overall application stability
- Provide training to L1 support and end-users on recurring issues to promote self-service resolution
Continuous Improvement:
- Participate in post-incident reviews and contribute insights for process improvements
- Stay updated on industry best practices and technologies to enhance the support process
Requirements:
- Proven 3+ years’ experience in application support, troubleshooting, and issue resolution
- Strong knowledge of databases, operating systems, and application architecture
- Strong knowledge of Linux operating systems, including command-line proficiency
- Familiarity with monitoring and logging tools for proactive issue detection
- Familiarity with cloud platforms along with certification such as AWS, Azure, or Google Cloud (should have at lease basic certification related to AWS/Azure).
- ITIL certification certifications is plus.
- Proficient in SQL for database query and analysis
- Proficiency in using ticketing tools for incident tracking and resolution.
- Knowledge of API testing tools and techniques.
- Experience in working with APIs and understanding RESTful architecture.
- Familiarity with JSON and YAML for data interchange and configuration.
- Solid understanding of networking principles and protocols.
- Familiarity with source control tools such as Git for version control.
- Experience with web servers (e.g., Apache, Nginx) and web application deployment
- Excellent communication and interpersonal skills
- Ability to work collaboratively in a team-oriented environment
- Comfortable with 24/7 shifts, on-call duties during weekdays and weekends
- Scripting skills (e.g., Shell scripting, Python) for automation tasks is a plus.
- Qualifications:
- Bachelor’s degree in computer science, Information Technology, or related field.
- Good to have:
- Understanding of DevOps principles and practices
- Knowledge of security best practices in application support
- Experience with continuous integration/continuous deployment (CI/CD) pipelines
- Familiarity with virtualization technologies
- Experience in containerization technologies such as Docker and orchestration tools like Kubernetes
