Job Description
APPLICATION SUPPORT LEAD – LOW‑CODE / BPM PLATFORMS (SFIA LEVEL 5)
Job Title: Application Support Lead – Low‑Code / BPM Platforms
Department: Group Digital Service Operations
Experience Required:4 to 6 years
Job Location: Bangalore or Gurgaon
Role Summary
The Application Support Lead 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 Appian SAIL and Power Platform applications.
- Troubleshoot workflow execution issues, SAIL UI problems, connector/API failures, and platform errors.
- Oversee deployment readiness, environment migrations, integration checks, and defect validation.
- Provide RCA, fix recommendations, and process improvements for low‑code solutions.
- Mentor engineers, maintain SOPs, and ensure adherence to governance/security requirements.
- Participate in on-call rotation for major incidents.
- Support rotating shifts starting between 9 AM and 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)
- Appian Developer Certification
- Power Platform (PL‑200, PL‑400)
- ITIL Foundation
SFIA Competency Table
SFIA SkillLevelDescriptionExpected Proficiency
ASUP 5 Application support Expert in troubleshooting low‑code apps
SWDN 4 Software development Understands SAIL and Power Apps logic
ITOP 4 IT operations Supports environments & integration flows
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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