Application Support :

- Provide Level-2 support for enterprise applications.

- Monitor application health and ensure maximum system uptime.

- Investigate, troubleshoot, and resolve production issues within defined SLAs.

- Perform root cause analysis (RCA) and recommend preventive measures.

- Escalate critical issues to appropriate teams when required.

Incident & Problem Management :

- Handle incident, problem, and service request management activities.

- Coordinate with cross-functional teams during major incidents.

- Maintain incident documentation and knowledge base articles.

- Ensure timely communication with stakeholders regarding issue resolution.

Monitoring & Performance :

- Monitor application performance using monitoring tools.

- Analyze logs and system metrics to identify performance bottlenecks.

- Support application performance tuning and optimization.

- Ensure proactive monitoring and alert management.

Deployment & Release Support :

- Support application deployments and production releases.

- Coordinate with development, QA, and DevOps teams.

- Validate deployments and ensure application stability post-release.

Database & Integration Support :

- Execute SQL queries for troubleshooting and data validation.

- Support REST/API integrations between enterprise applications.

- Assist in resolving interface and integration-related issues.

Documentation & Continuous Improvement :

- Maintain operational documentation and support procedures.

- Participate in process improvement and automation initiatives.

- Contribute to operational excellence by identifying recurring issues and recommending permanent fixes.

Required Skills :

Application Support :

- L2 Application Support

- Incident Management

- Problem Management

- Production Support

Technical Skills :

- SQL

- REST APIs

- Windows/Linux Basics

- Application Monitoring Tools

- Log Analysis

Cloud & DevOps (Preferred) :

- Microsoft Azure / AWS (Basic Knowledge)

- CI/CD Concepts

- DevOps Processes

Soft Skills :

- Strong analytical and troubleshooting skills.

- Excellent communication and stakeholder management.

- Ability to work in a fast-paced production support environment.

- Strong ownership and problem-solving mindset.

Preferred Skills :

- ITIL Foundation Certification.

- Experience with enterprise SaaS applications.

- Knowledge of Azure Monitor, Application Insights, or similar monitoring tools.

- Experience supporting cloud-native applications.

Education :

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.