Application Support-AOS2

Application Support Analyst (L2/L3) - DEDAOSS

Application Support Analyst with 5 to 7 years of experience in L2/L3 support of enterprise applications (functional & application layer), ensuring 24×7 availability, SLA-driven operations, and rapid incident resolution.

Specialized in application troubleshooting, configuration, and data-level issue resolution, with focus on support automation and business continuity - excluding infrastructure/server-level support.

Key Responsibilities

• Manage incident, service request & problem lifecycle (ITIL)
• Perform RCA, Bug identification, defect replication & performance troubleshooting
• Handle application configuration, master data & workflow support
• Enable monitoring, log analysis & proactive issue detection
• Support change & release from application perspective (UAT, validation, stabilization)
• Coordinate with business users, vendors & development teams for incidents/ RCA
• Ensure data accuracy, application performance & process continuity

Technical Skills

.Oracle Stack: Oracle Forms & Reports, PL/SQL, SQL etc.

.Application Development: .NET, basic Java/Python etc.

.Monitoring (Application Level): Splunk, AppDynamics (transaction/log analysis) etc.

.API/Integration: Postman, SoapUI (API-level troubleshooting) etc.

Process Skills

• ITIL: Incident, Problem & Change Management
• SLA/KPI tracking & support governance
• RCA, trend analysis & preventive actions(functional/application issues)
• Documentation: SOPs, runbooks, KB articles
• Vendor coordination & compliance (SOD, VAPT, audits)

Soft Skills

• Strong stakeholder management (Business-IT-Vendor)
• Ownership-driven approach (SPOC mindset)
• Analytical problem-solving & decision-making
• Focus on continuous improvement & automation
• Ability to train users and support L1 teams

Qualifications

• B Tech/ M Tech (IT/Computer Science)
• MCA