Application Support Level 3 JOB 15792

Lead and drive major incident management, including running war-room/bridge calls for P1/P2 outages from end-to-end.

• Conduct thorough Root Cause Analysis (RCA) and problem management using structured methodologies (e.g., 5-Whys, fishbone, timeline reconstruction), ensuring corrective actions are implemented and followed to closure.
• Troubleshoot production issues under pressure across a mixed technology stack (cloud, on-premises, and store/POS systems), utilizing monitoring tools like Dynatrace.
• Partner with cross-functional teams to expedite issue resolution and ensure compliance with Service Level Agreements (SLAs).
• Provide 24x7 support for infrastructure and applications as required, including off-hours support.
• Test and implement changes to infrastructure and applications, including enhancements and modifications.
• Participate in technical design, coding, and unit testing of application changes following SDLC best practices.
• Create estimates and work plans for design, development, implementation, and rollout tasks.
• Monitor systems and performance to detect and address service interruptions or delays.
• Execute, log, and report on break/fix changes, service requests, and support activities.
• Maintain and update operational procedures, processes, and scripts to ensure infrastructure stability.
• Lead post-incident reviews and drive continuous improvement initiatives.
• Build strong partnerships with application, business, and infrastructure teams.
• Independently manage large projects and provide leadership to other analysts as needed.

1. Hands-on major incident management experience (leading war-room/bridge for P1/P2 incidents).
2. Strong root cause analysis/problem management skills with proven track record of driving corrective actions to completion.
3. Advanced production troubleshooting across cloud, on-prem, and POS/store systems using monitoring tools (e.g., Dynatrace).