Application Support

Key Responsibilities

Incident Management (Primary Responsibility)
Investigate and resolve application‑related incidents, including:

Application errors
Batch / job failures
Service stop/start issues
Import/export and archive failures

Respond to alerts generated via Dynatrace (synthetic and infrastructure‑triggered) and validate whether the issue is application‑specific.
Execute approved recovery steps such as application/service restarts, configuration validations, and dependency checks.
Ensure timely updates, proper documentation, and accurate closure of incidents in the ITSM tool.

Monitoring & Alert Handling

Analyze Dynatrace alerts related to:

Synthetic monitoring failures
Application availability degradation
Backend service dependency failures

Work with NOC to distinguish application issues vs infrastructure/network issues.
Reduce repeat incidents by identifying alert patterns and contributing factors.

Service Requests

Fulfill application‑related service requests, such as:

Production support requests
Application configuration changes
Access validation coordination (with Directory Services)

Coordinate with business and upstream teams to ensure completeness and SLA adherence.

Change & Release Support

Participate in application change windows and vendor releases (e.g., scheduled maintenance, patching, version updates).
Perform pre‑change and post‑change validation to ensure application health.
Assist in rollback or recovery actions if post‑change issues are detected.
Support Network Engineering and Infrastructure teams during firewall or storage changes that impact application connectivity.

Collaboration & Escalation

Work closely with:

DBA Operations for database job failures and data issues
Infrastructure/Backup for storage or backup dependencies
Network Engineering for connectivity or firewall‑related issues
NOC for initial triage and monitoring alignment

Escalate complex issues to L3 teams or vendors with sufficient diagnostics and evidence.

Documentation & Continuous Improvement

Maintain application runbooks, SOPs, and validation checklists.
Participate in root cause analysis (RCA) and post‑incident reviews.
Identify opportunities to improve stability, monitoring accuracy, and operational readiness.

Technologies & Tools

Dynatrace (Synthetic Monitoring, Application health, alerts)
Windows Services and scheduled jobs
Application support in production environments
ITSM tools (ServiceNow preferred)
Log analysis and troubleshooting tools

Good to Have

Exposure to SQL Server (for coordination with DBA teams)
Understanding of application dependencies on storage (NAS paths, backups)
Experience supporting vendor‑hosted or third‑party applications
Familiarity with release and change management processes

Skill Level Required

L2 Application Support

Independently resolve standard application incidents and requests
Execute runbooks and participate in change activities

L3 exposure preferred

Advanced troubleshooting
RCA ownership
Vendor coordination and problem management

Applications Supported

ImageCenter, Synergy, Argo, Vision, Zelle, MySynovus and many more

Application Monitoring,Change Management,Application Support & Incident Management,Dynatrace,RCA & Documentation,ITSM & Process Knowledge

Application Developer-Application Modernization

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