Application Support Analyst

Provide support to office or business unit users of proprietary or custom application software. Answer technical questions, troubleshoot problems, and guide users to gain productive use of software. May extract data, format and run reports, or perform specific analytical functions using application. May have substantial subject matter knowledge of business unit discipline. Includes both staff in corporate facility supporting use of business-specific applications to corporate staff, or staff providing product support to customers using proprietary software.

Key Job Functions

• Provide technical application support to production application, systems and business team. Investigate incidents, interruptions or bugs in operational systems. Perform triaging and problem solving to identify issue, and implement change or workaround to ensure continued use of the application.
• Develop data extractions or develop reports from requests or requirements stated by clients. Use database, report writer, data mart, or specialized applications to generate reports or analyses.
• Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application.
• Provide support during maintenance and upgrade events.
• Mentor and support junior members of the team., * Provide two tier support to applications, provide assistance to all end users, identify and resolve issues in production.
• Maintain schedule jobs and perform troubleshoot on processes and resolve all issues.
• Provide training to various new employees and assist with expert knowledge on production processes.
• Document all production applications and resolve all application issues and answer all requests.
• Monitor all performance metrics for various production systems and identify root cause for all technical issues and recommend solutions.
• Participate in periodic meetings and maintain all applications for productions and plan appropriate various strategies.
• Experience of supporting complex, multi-module, custom applications.
• Experienced in troubleshooting and root-cause analysis.
• Understanding of database principals and extensive hands-on experience with SQL.

• Bachelor’s degree, * 8+ years related work experience in an application/production support role., * Working knowledge of UNIX and networking, experience with Java based applications.
• Knowledge of Operating Systems, Middleware, DB, Webservers.
• Incident, Change, and Problem Management experience.
• ITIL Foundation Certification (Preferred.)
• Experience with ITSM Tools (Service Now, Remedy or other ticketing tools.)
• Command Center experience, or experience of managing major incident events, is desirable.
• Must be willing to provide on call support on a rotation basis for 24x7 support. When on call, requires off hour and weekend support.

1. Core Technical Skills: Strong SQL is critical, with approximately 80% Oracle and 20% MS SQL Server in the CSP environment. Candidates should be comfortable querying databases and investigating data-related production issues.
2. Troubleshooting Skills: This is a hands-on support role. Candidates should be able to investigate logs, databases, XML files, APIs, and middleware and identify root causes/workarounds rather than simply forwarding incidents to another team.
3. Tools & Technology: Candidates should have familiarity with AWS/ECS, Unix/Linux commands, Splunk, CloudWatch, and Dynatrace/APM. Basic Unix knowledge is sufficient; advanced infrastructure/DevOps skills are not required. Java application-support experience is a plus.
4. ITIL & Incident Management: Strong ITIL knowledge is very important, particularly Incident Management, Change Management, Major Incident Management, escalation procedures, ServiceNow, and CMDB. Major Incident/Command Center experience is a strong plus.
5. Incident Ownership & Compliance: The team handles approximately 2,000 incidents annually and operates as L1/L2, with Development as L3. Although around 90% are P4 incidents, they are treated seriously due to downstream dependencies and SLA impact. Candidates must have strong ownership, communication, documentation, and escalation skills. The environment is regulated, so traceability and proper documentation are required for SOC 1/SOC 2 audits.