Key Responsibilities
1.
Incident and Issue Management
• Serve as the second line of support for application-related issues, resolving escalated tickets from Level 1 support.
• Diagnose, troubleshoot, and resolve application issues efficiently within agreed service level agreements (SLAs).
• Document resolutions and share knowledge with Level 1 teams to prevent recurrence
2.
Application Monitoring and Maintenance
• Monitor application performance, logs, and alerts to proactively identify and address issues.
• Collaborate with infrastructure and development teams to ensure system stability and performance.
• Perform routine maintenance, patching, and updates as required.
3.
User Support and Training
• Assist business users with advanced application-related queries and provide functional support.
• Conduct training sessions and create documentation to help users maximize application capabilities.
4.
Collaboration and Escalation
• Escalate unresolved or complex issues to L3 support or development teams, providing detailed incident information.
• Work closely with cross-functional teams during root cause analysis and permanent fix implementation.
5.
System Integration and Configuration
• Support system integrations, APIs, and data exchanges between applications.
• Assist with configuration changes and customizations to address business needs.
6.
Testing and Deployment
• Collaborate with QA and development teams to ensure quality deliverables.
7.
Documentation and Reporting
• Maintain detailed records of incidents, resolutions, and application configurations.
• Generate and share reports on recurring issues, SLA compliance, and application performance trends.
8.
Continuous Improvement
• Identify areas for process optimization and automation to improve service efficiency.
• Stay updated on application changes, industry trends, and best practices in application support.
SKILLS AND QUALIFICATIONS (Minimum of 3 years)
• Strong expertise in incident management and problem resolution in a fast-paced environment.
• Proficiency in Azure DevOps for ticket management, monitoring, and reporting.
• Experienced in Salesforce CRM and its integrations is highly desirable.
• Experience with API testing tools like Postman and log analysis tools.
• Hands-on experience in database querying (SQL) for issue diagnosis and resolution.
• Understanding of software development lifecycle (SDLC) and Agile methodologies.
Technical Skills and Relevant Software (Minimum of 3 years)
• Monitoring Tools: Dynatrace, New Relic, or similar application performance monitoring tools.
• IT Service Management Tools: ServiceNow, Jira Service Desk, or equivalent.
• Collaboration Tools: Microsoft Teams, Confluence, SharePoint.
• Experience/Familiarity with cloud platforms such as Microsoft Azure or AWS.
• Knowledge of scripting languages (e.g., PowerShell, Python) for automation is a plus.
Qualifications:
• Bachelor's degree in Information Technology, Computer Science, or related field.
• Minimum of 3 years of experience in application support or a similar role, preferably in the insurance or financial services industry.
• ITIL certification (Foundation or higher) is a plus.
• Experience with enterprise applications and their support frameworks.