Application Support Analyst (L1 Production Support)

• Provide end-to-end application support to ensure stable and efficient business operations.
• Monitor, troubleshoot, and resolve production issues impacting critical applications.
• Deliver high-quality customer support while maintaining application availability and performance.
• Identify, document, escalate, and communicate production issues to appropriate stakeholders.
• Partner with Development, Site Reliability Engineering (SRE), and Major Incident Management teams to resolve incidents and implement long-term solutions.
• Support incident, problem, and change management processes.
• Analyze trends and recurring issues to proactively improve application stability.
• Collaborate with infrastructure, business operations, and client service teams to ensure continuity of supported applications.
• Assist with operational reporting, documentation, and process improvement initiatives.
• Leverage monitoring and operational tools to improve support effectiveness and service delivery.

The ideal candidate will have experience supporting enterprise applications, working with SQL queries, ServiceNow, and Confluence, while collaborating with development, infrastructure, SRE, and incident management teams., * 2+ years of Application Support, Production Support, or Technical Operations experience.

• Experience with:
• SQL
• ServiceNow
• Confluence
• Strong troubleshooting and analytical skills.
• Experience working in a ticket-driven support environment.
• Ability to communicate effectively with both technical and business stakeholders.
• Understanding of incident management and production support best practices.

Preferred Qualifications

• Experience with database querying and analysis.
• Exposure to Splunk or log monitoring tools.
• Knowledge of AI Operations (AIOps) concepts and tools.
• Unix/Linux shell scripting experience.
• Basic scripting knowledge.
• Experience supporting financial services or enterprise business applications.

Technical Skills

• SQL
• ServiceNow
• Confluence
• Database Querying
• Splunk (Preferred)
• Unix Shell Scripting (Preferred)
• Scripting/Automation (Preferred)
• Microsoft Office Suite
• Documentation Best Practices

Desired Competencies

• Incident and Problem Management
• Customer Service & Service Delivery
• Production Support Operations
• Business Continuity & Risk Awareness
• Analytical Problem Solving
• Documentation and Knowledge Management
• Stakeholder Communication
• Continuous Improvement Mindset