- Application Deployments : Plan and execute application and related database deployments following established processes with adherence to Corporate Change Management standards.

- Incident Management : Participate in the troubleshooting, and resolution of application issues in real time with timely communication to affected parties.

- Ensure that incidents are logged, tracked, and escalated as necessary.

- Root Cause Analysis (RCA) : Contribute to post-incident reviews, drive root cause analysis efforts, and ensure that lessons learned are shared across teams.

- Monitoring & Alerting : Implement and optimize monitoring tools to proactively detect issues and ensure the health and performance of production applications.

- System Stability & Performance : Work closely with the development, infrastructure, and operations teams to ensure the stability and scalability of production applications.

- Recommend and implement improvements to increase system reliability.

- Support defined SLAs based on severity and work with DevOps and Engineering to meet those SLAs.

- Continuous Improvement : Engage in continuous improvement efforts by identifying gaps in application operations processes and implementing best practices.

- Optimize incident application restoration times and overall performance.

- Collaboration with Stakeholders : Engage with application stakeholders, product owners, and other cross-functional teams to ensure effective communication and resolution of issues.

- Knowledge Management : Maintain and update documentation for application support procedures, system configurations, and incident management.

- Create knowledge-based articles and ensure the team is well-trained on new systems and procedures.

- On-Call Rotation : Participate in on-call rotation for critical incidents, ensuring that production applications are supported 24/7/365.

Job Qualifications :

Required Skills & Qualifications :

- Proven experience in Application support.

- Bachelors degree in computer science, Information Technology, or a related field.

- 4+ years of experience in production support, system administration, or related technical roles with a focus on cloud-based systems management (GCP or Azure).

- Knowledge of incident management, system monitoring, and troubleshooting methodologies.

- Experience with Incident Management tools is required.

- Understanding of production systems, system architectures, and distributed systems.

- Hands-on experience with monitoring tools.

- Proficiency in Windows/Linux/Unix environments and system administration.

- Hands-on experience with Apache and IIS for application support.

- Ability to query SQL databases for application troubleshooting, reporting and deployments.

- Awareness of scripting languages (e.g., Python, Shell) for automation and troubleshooting.

- Solid communication and interpersonal skills to engage with stakeholders.

- Ability to work under pressure and manage incidents in a fast-paced production environment.

- Desirable : CI/CD pipelines and tools (e.g., Jenkins, GitHub).

- Desirable technologies : JIRA, Confluence, Pager Duty, Uptrends, Teams, O365.