Application Support - L3

Job Title: Merchant Support

Department: IT

Experience: 4+ years

Job Location: Jaipur

Role & responsibilities

• Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
• Ensure service availability for all applications and maintaining the key deliverables and SLA with accountability.
• Prioritize, and manage expectations and communication to all key stakeholders across all levels of the organization and act as an interface with all application owners.
• Good Knowledge on Capacity and Service Availability including all facets related to Application Support and maintenance for production services.
• Manage direct reports motivated and engaged by closely working towards their career growth and providing equal opportunities to all.
• Partner with the management team to continuously improve/ automate technical optimization with application owner, discuss with product squad team to suggest new optimization ideas for VMS.
• Establish benchmarks and report on Metrics, for the teams productivity and efficiency.
• Develop key dashboards for service availability, uptime and utilization metrics and play the role for Application Support for monitoring requirements for both Infra and Application.
• Ensure Problem and Change Management services are followed and adhered and understand Release Management.

Technical Skills:

• Experience providing L2/L3 application management support to multiple applications.
• Experience in handling Linux server task majorly certificate renewal, Application patching and upgrades.
• Experience on Database technology (Oracle, Postgres, MySQL, Cassandra, Maria DB etc.,) and also able to write SQL queries.
• Has understanding and working experience in Agile and ITIL based services.
• Good in an Application Support area, preferably in a Cloud Infrastructure and Application support area.
• Good Experience in management/leadership experience in an application support environment.
• Prior hands-on experience in troubleshooting production issues for multi-tenant, highly scalable application, and persistent web-based IT applications
• Prior hands-on experience working through the design, development and release cycle delivering software to market.
• Strong oral and written communication skills to effectively engage, persuade, influence and articulate technical issues and solutions to various stakeholders.
• Must be organized, detail-oriented, and possess the ability to multi-task in a dynamic, fast-changing entrepreneurial environment.
• Strong customer service orientation and the ability to build relationships across all departments.
• Has understanding of DevOps frameworks.