Job Description

• Provide advanced technical support for complex application issues, ensuring prompt resolution and minimal disruption to business operations.
• Analyze and diagnose both functional and technical issues in supported applications, taking complete ownership of problems until resolution.
• Manage incident and service requests, ensuring adherence to agreed service level agreements (SLAs).
• Conduct root cause analysis on incidents and document findings for future reference and improvement.
• Collaborate with cross-functional teams to address and resolve application issues and improve overall system performance.
• Develop and maintain technical documentation, including user guides and troubleshooting guides, to assist the support team and users.
• Perform regular software updates, patches, and maintenance activities on production applications to ensure optimal functionality.
• Provide training and support to junior team members and other staff, enhancing their technical capabilities.
• Actively monitor application performance and availability, implementing proactive measures to ensure high uptime.
• Participate in on-call support rotation as required, responding to urgent operational issues.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 4+ years of experience in application support or a related role, with a proven track record in a senior/lead position.
• Strong understanding of application architectures, databases, and integration methodologies.
• Proficient in troubleshooting complex technical issues, particularly in enterprise applications.
• Strong Experience with relational databases (e.g., Oracle, SQL Server) and familiarity with SQL querying.
• Hands-on experience with IIS (Internet Information Services) and application management. - Practical knowledge of cloud platforms (Azure or AWS) and their application deployment/management.
• Solid understanding of ticket handling processes and managing support workflows
• Excellent analytical and problem-solving skills, able to work under pressure and manage multiple priorities.
• Strong communication skills, with the ability to convey complex technical information in a clear and concise manner.
• Experience with ITIL or other service management frameworks is desirable.
• Experience with automation tools or scripting languages (e.g., PowerShell, Python). -
• Familiar with .net application and ability to debug in the source cod
• Ability to work collaboratively in a team-oriented environment.
• Willingness to participate in ongoing training and professional development opportunities.