Application Support Specialist

Role Overview

1. Daily Operations & Ticket Handling

• **Address Business-As-Usual (BAU) support emails and queries.**
• **Analyze, prioritize, and resolve Service Requests (SRs) and Incidents raised through the ticketing system.**
• **Provide timely updates and ensure adherence to SLA and compliance guidelines.**

2. Monitoring & Issue Analysis

• **Monitor application error logs, health logs, and performance metrics using tools such as AppDynamics (AppD) or similar APM tools.**
• **Identify anomalies, recurring issues, and potential system risks.**
• **Perform basic/preliminary root cause analysis (RCA) to support issue resolution and escalation.**

3. Deployment & Release Support

• **Provide support during weekend deployments, release rollouts, and change management activities.**
• **Validate application behavior post-deployment and ensure system stability.**

4. Bank-wide Technical Activities

• **Participate in Patch Management, Disaster Recovery (DR) Drills, Database upgrades, and other infra-level activities.**
• **Conduct functional and technical validation of omni-channel applications during these exercises.**

5. Collaboration & Continuous Improvement

• **Work closely with development, QA, infrastructure, and business teams to ensure operational continuity.**
• **Proactively identify issues by monitoring logs and system dashboards, suggesting preventive measures.**
• **Follow Agile methodologies and actively participate in stand-ups, sprint discussions, and retrospectives.**

Educational Qualification

• **Minimum: Graduate (Bachelor’s degree) in Computer Science, Information Technology, or a related field.**

Technical Skills

• **Databases: Basic knowledge of Oracle SQL and MySQL (queries, data lookup, troubleshooting).**
• **Operating Systems: Working knowledge of Linux servers, basic commands, directory structure, and troubleshooting steps.**
• **Programming/Tech Stack:**
• **Basic understanding of Java, JavaScript, and HTML**
• **Ability to review/debug simple code issues is an advantage**
• **Familiarity with APM tools like AppDynamics or similar platforms.**

Methodology & Soft Skills

• **Understanding of Agile methodology, sprint processes, and DevOps-aligned workflows.**
• **Strong analytical, problem-solving, and preliminary RCA skills.**
• **Ability to work proactively, especially in issue detection via log monitoring.**
• **Good verbal and written communication skills to interact with cross-functional teams.**
• **Willingness to support weekend deployments and occasional extended hours during critical releases.**

Preferred Skills (Nice To Have)

• **Experience in the Banking & Financial Services domain.**
• **Understanding of Omni-channel architectures, API integrations, and microservices.**
• **Knowledge of ticketing systems like ServiceNow, JIRA, or Remedy.**

Key Competencies

• **Attention to detail**
• **Ownership and accountability**
• **Team collaboration**
• **Customer-centric approach**
• **Ability to manage multiple tasks**