Application Support

Key Responsibilities

Incident Management (Primary Responsibility).
Investigate and resolve applicationrelated incidents, including: Application errors.
Batch / job failures
Service stop/start issues
Import/export and archive failures
Respond to alerts generated via Dynatrace (synthetic and infrastructuretriggered) and validate whether the issue is applicationspecific.
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 applicationrelated 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 prechange and postchange validation to ensure application health.
Assist in rollback or recovery actions if postchange 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 firewallrelated 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 postincident reviews.
Identify opportunities to improve stability, monitoring accuracy, and operational readiness.

Technologies & Tools

Performance Monitoring,Application Monitoring,Change Management,Incident Management,Application Support,Banking Software,Dynatrace,SQL

SENIOR ENGINEER - Performance Monitoring

Senior Performance Tester Engineer