Job Description
APPLICATION SUPPORT LEAD – CLIENT-FACING & DIGITAL EXPERIENCE PLATFORMS (SFIA LEVEL 5)
Job Title: Application Support Lead – Digital Experience Platforms
Department: Group Digital Service Operations
Experience: 4 to 6years
Job Location: Bangalore or Gurgaon
Role Summary
The Application Support Engineer will be responsible for providing technical support, maintenance, and continuous improvement of business-critical applications. This role involves incident resolution, root-cause analysis, monitoring, and ensuring the stability, performance, and availability of enterprise applications. The engineer will collaborate closely with development, infrastructure, and business teams to ensure seamless service delivery.
Responsibilities
Key Responsibilities
- Lead support for Next.js web apps, .NET Core APIs, Azure App Services, Redis, Cosmos DB, messaging systems.
- Handle performance issues, integration failures, PaaS incidents, caching/CDN problems.
- Coordinate RCAs, tuning recommendations, and API health management.
- Guide engineers, build runbooks, and maintain monitoring dashboards.
- On-call rotation required; shifts between 9 AM–4 PM IST.
- Troubleshooting & Resolution: Investigate, diagnose, and resolve technical application issues to restore services quickly.
- Monitoring & Maintenance: Monitor application performance, server health, and alert systems to ensure high availability.
- Root Cause Analysis (RCA): Perform in-depth investigations into recurring issues to identify root causes and implement preventive measures.
- Application Deployment: Assist in code migrations, system configuration changes, and software releases.
- Documentation: Maintain up-to-date documentation for support procedures, known errors, and resolution steps.
- Collaboration: Coordinate with development, QA, and infrastructure teams to resolve complex bugs.
- User Support: Provide prompt, clear communication to internal users and clients regarding issue status
Qualifications
Education Qualifications
- Bachelor's degree in CS/IT/Engineering.
Certifications (Preferred)
- Azure Developer
- Frontend/JavaScript framework training
- ITIL Foundation
SFIA Competency Table
SFIA SkillLevelDescriptionExpected Proficiency
SWDN 4 Software development Knowledge of modern web apps
ASUP 5 Application support Advanced troubleshooting
ITOP 4 Operations Supports PaaS, caching, queues
Additional Requirements
- Excellent English communication skills (written and oral).
- Must support major incidents as escalation point (on-call as required).
- Shift oversight for teams working between 9 AM and 4 PM IST rotational start times.
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