Application Support Specialist

Job Summary

Application Support Specialist

1. Daily Operations & Incident Management

• Handle Business-As-Usual (BAU) support requests, user queries, and operational issues.
• Analyze, prioritize, and resolve Service Requests (SRs) and Incidents raised through ticketing systems.
• Ensure timely issue resolution within defined SLA timelines.
• Maintain compliance with internal operational and security standards.

2. Monitoring & Issue Analysis

• Monitor application logs, health logs, and performance metrics using APM tools such as AppDynamics or equivalent.
• Identify anomalies, recurring incidents, and potential production risks.
• Perform preliminary Root Cause Analysis (RCA) for issue diagnosis and escalation.
• Proactively detect and prevent issues through continuous monitoring.

3. Deployment & Release Support

• Support application deployments, release rollouts, and change management activities.
• Participate in weekend deployment windows and production releases.
• Validate application functionality after deployments to ensure system stability.
• Coordinate with development and QA teams during release cycles.

4. Infrastructure & Bank-wide Technical Activities

• Participate in patch management, Disaster Recovery (DR) drills, and database upgrade activities.
• Conduct functional and technical validation of applications during infrastructure changes.
• Support production readiness and business continuity initiatives.

5. Collaboration & Process Improvement

• Work closely with Development, QA, Infrastructure, and Business teams to maintain smooth operations.
• Participate in Agile ceremonies including stand-ups, sprint planning, and retrospectives.
• Recommend preventive actions based on monitoring insights and recurring issue patterns.
• Support continuous improvement initiatives for operational efficiency.

Education

• Bachelor’s degree in Computer Science, Information Technology, or related discipline.

Experience

• 3–6 years of experience in Application Support / Production Support / Banking Application Support.

Databases

• Basic knowledge of:
• Oracle SQL
• MySQL
• Ability to execute queries, validate data, and troubleshoot database-related issues.

Operating Systems

• Working knowledge of Linux servers.
• Familiarity with Linux commands, log files, and troubleshooting.

Programming And Tech Stack

• Basic understanding of:
• Java
• JavaScript
• HTML
• Ability to review and debug simple code issues.

Monitoring Tools

• Experience with AppDynamics or similar APM tools.

Ticketing Tools

• Knowledge of ServiceNow, Jira, or BMC Remedy.

Preferred Skills

• Experience in Banking and Financial Services (BFSI).
• Understanding of omni-channel banking applications.
• Knowledge of API integrations and microservices architecture.
• Exposure to DevOps practices and release management workflows.
• Familiarity with digital banking ecosystems.

Methodologies & Soft Skills

• Understanding of Agile and sprint-based development models.
• Strong analytical and troubleshooting skills.
• Ability to perform preliminary RCA.
• Strong communication and coordination skills.
• Proactive mindset for issue identification and prevention.
• Ability to handle multiple priorities under pressure.

Key Competencies

• Attention to detail
• Ownership and accountability
• Team collaboration
• Customer-centric mindset
• Problem-solving ability
• Time management and multitasking