Provide advanced technical support for complex application issues, ensuring prompt resolution and minimal disruption to business operations
Analyze and diagnose both functional and technical issues in supported applications, taking complete ownership of problems until resolution
Manage incident and service requests, ensuring adherence to agreed service level agreements (SLAs)
Conduct root cause analysis on incidents and document findings for future reference and improvement
Collaborate with cross-functional teams to address and resolve application issues and improve overall system performance
Develop and maintain technical documentation, including user guides and troubleshooting guides, to assist the support team and users
Perform regular software updates, patches, and maintenance activities on production applications to ensure optimal functionality
Provide training and support to junior team members and other staff, enhancing their technical capabilities
Actively monitor application performance and availability, implementing proactive measures to ensure high uptime
Participate in on-call support rotation as required, responding to urgent operational issues
Requirements
Bachelor's degree in Computer Science, Information Technology, or a related field
4+ years of experience in application support or a related role, with a proven track record in a senior/lead position
Strong understanding of application architectures, databases, and integration methodologies
Proficient in troubleshooting complex technical issues, particularly in enterprise applications
Strong Experience with relational databases (e.g., Oracle, SQL Server) and familiarity with SQL querying
Hands-on experience with IIS (Internet Information Services) and application management. - Practical knowledge of cloud platforms (Azure or AWS) and their application deployment/management
Solid understanding of ticket handling processes and managing support workflows
Excellent analytical and problem-solving skills, able to work under pressure and manage multiple priorities
Strong communication skills, with the ability to convey complex technical information in a clear and concise manner
Experience with ITIL or other service management frameworks is desirable
Experience with automation tools or scripting languages (e.g., PowerShell, Python). -
Familiar with .net application and ability to debug in the source cod
Ability to work collaboratively in a team-oriented environment
Willingness to participate in ongoing training and professional development opportunities
