Application Support Analyst (Hybrid)

The Position is responsible for providing Tier 2 (L2) application support services across the Client IT hybrid application ecosystem, including AWS-hosted custom applications, SaaS platforms, COTS products, and on-premises applications. The Candidate must have strong experience in application troubleshooting, incident management, API/integration support, and multi-system diagnostics. The role focuses on ensuring application stability by resolving complex issues, performing root cause analysis, and coordinating with Tier 3 teams and vendors. Duties and Role:

• Incident Management & Troubleshooting:

• Investigate and resolve escalated incidents from Tier 1 support within defined SLA/OLA targets.

• Perform deep-dive troubleshooting of application issues, including functional defects, failures, and performance concerns.

• Analyze application logs, error messages, and system behavior to identify root causes.

• Provide temporary workarounds and permanent fixes where applicable.

• Application Support (Hybrid Landscape):

• Support AWS-hosted applications, SaaS platforms, COTS products, and on-premises applications.

• Troubleshoot application failures, batch job issues, and system functionality gaps.

• Ensure smooth operation of business-critical applications across environments.

• API & Integration Support:

• Diagnose and troubleshoot REST/SOAP API failures and integration issues.

• Analyze JSON/XML payloads and validate data exchange between systems.

• Support integration workflows, data pipelines, and interdependent applications.

• Monitoring & Alert Management:

• Monitor application performance using tools such as Datadog, CloudWatch or like tools.

• Respond to alerts and proactively identify potential issues before business impact.

• Perform health checks and ensure application availability and performance.

• Escalation & Vendor Coordination:

• Escalate complex issues to Tier 3 engineering teams and application vendors.

• Provide detailed escalation artifacts including logs, error details, and reproduction steps.

• Track and manage escalations through to resolution while maintaining ownership.

• Service Request Management:

• Handle service requests including user access, configuration updates, and data corrections.

• Execute operational tasks following defined runbooks and standard procedures.

• Documentation & Knowledge Management:

• Create and maintain knowledge base articles, SOPs, and troubleshooting guides.

• Document known issues, solutions, and workarounds for reuse.

• Continuously enhance documentation for improved operational efficiency.

• Continuous Improvement & Problem Management:

• Identify recurring issues and contribute to problem management initiatives.

• Participate in post-incident reviews (PIR) and recommend corrective actions.

• Propose improvements to enhance application stability and support processes.

• Collaboration & Operational Support:

• Work closely with Tier 1 support, Tier 3 engineering teams, and vendors.

• Provide technical support and guidance for application-related issues.

• Ensure alignment with ITIL-based incident, problem, and change management processes.

• Performs Other Duties as Assigned.

• Strong experience in Tier 2 / L2 Application Support

• Experience supporting hybrid environments (AWS, SaaS, COTS, on-prem)

• Proficiency in:

• SQL querying and data troubleshooting

• API troubleshooting (REST/SOAP)

• Log analysis and monitoring tools

• Familiarity with enterprise monitoring platforms (Datadog)

• Experience working with ticketing tools (ServiceNow, Jira)

• Knowledge of ITIL processes.

Stealth Solutions, Inc.

• Sterling, VA

• $75,000-85,000 per year Benefits: 401(k) 401(k) matching Health insurance Paid time off Position Overview Stealth Solutions Inc. is seeking a detail-oriented QA Analyst / Helpdesk Support Engine…

• 1 month ago