Application Support Analyst

Job Scope and Accountabilities:

Demonstrate client-first approach in all tasks and strive for delivering exceptional client experiences
Troubleshoot and diagnose application issues to identify a workaround/solution to mitigate and/or resolve the impact
Perform proactive monitoring & respond to application related alerts
Conduct root cause analysis (RCA) for recurring issues and major incidents, to identify corrective and preventive actions and areas for process improvement
Ensure tickets are updated at regular intervals with quality status updates until closure
Execute service requests such as configuration updates, data updates, report generation etc.
Support product releases as needed
Collaborate with development teams, infrastructure, third-party vendors and other internal stakeholders as needed
Maintain technical documentation, including SOPs (Standard Operating Procedures), configuration, and troubleshooting guides
Execute test plans following patching and other activities ensuring application quality and stability
Participate in post-implementation reviews, identifying lessons learned and areas for improvement
Support Business Continuity, Disaster Recovery, Penetration Tests, Upgrade related activities etc. as needed
Work in a round-the-clock shift model providing 24/7 support. Participate in on call rotations on holidays and weekends
Support auditing requirements
Ensure compliance with IT policies, procedures, and standards, as well as industry regulations and best practices
Stay current with industry trends, best practices, and emerging technologies, applying this knowledge to improve application support capabilities

Essential Skills and Abilities:

1-3 years of overall experience, with at least 1 year of experience in application support, technical support, or a similar role.
Experience with cloud-based technologies (e.g., AWS, Azure, Google Cloud)
Experience with database management systems (e.g., SQL Server, PostgreSQL MySQL, MongoDB, Oracle).
Excellent problem-solving, analytical, and troubleshooting skills.
Strong communication and interpersonal skills, with ability to work with technical and non-technical stakeholders.
Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines.
Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.

Good to Have:

Strong scripting skills (e.g., PowerShell, Bash, Perl)
Experience with one or more programming languages (e.g., Java, .NET, Python)
ITIL knowledge of IT service management best practices