Summary: The Digital Solutions Application Support Specialist plays a critical role in managing and supporting digital applications based on the Microsoft technology stack, with a primary focus on Level 2 (L2) and Level 3 (L3) application support and service delivery.
Responsibilities:
- Provide L2/L3 support for applications built on Microsoft technologies
- Manage the incident lifecycle, perform root cause analysis (RCA), and ensure resolution of issues
- Ensure adherence to Service Level Agreements (SLAs) and maintain system stability
- Collaborate with development, business, and support teams to foster effective communication
- Drive process improvements, governance, and maintain documentation
- Monitor application performance and proactively resolve issues to enhance efficiency
Must Haves:
- Strong experience in Application Support (L2/L3)
- Hands-on experience with Microsoft's technology stack, including:
- .NET applications
- Power Platform (with a preference for PowerApps)
- Experience in incident management, problem management, and service delivery frameworks
- Strong coordination and communication skills to manage stakeholder relationships
- ITIL Certification - 4
Nice to Haves:
- Exposure to Robotic Process Automation (RPA) tools such as UiPath, Automation Anywhere, or Blue Prism
- Experience with UI/frontend applications
- Familiarity with analytics tools like Power BI or Qlik
- Basic understanding of microservices architecture
Other Details:
- Category: Role Focus - Application Support
- Category: Technology Stack - Microsoft technologies
- Category: Team Structure - Collaborates closely with various teams
Reason (Must Have):
- Strong experience in Application Support (L2/L3): Essential for providing timely and effective support, ensuring quick resolution of issues and maintaining service quality.
- Hands-on experience with the Microsoft technology stack: Necessary for understanding the applications being supported and for troubleshooting effectively.
- Experience in incident and problem management: Critical to maintaining SLAs and overall system stability.
- Strong communication skills: Vital for successful collaboration across teams and managing stakeholder expectations.
- ITIL Certification - 4: Important for aligning support processes with industry best practices.
Reason (Nice to Have):
- Exposure to RPA tools: Helpful for teams looking to enhance productivity by automating repetitive tasks.
- Experience with UI/frontend applications: Valuable for understanding the user experience and improving application performance.
- Familiarity with analytics tools: Useful for deriving insights from application performance data and informing decision-making.
- Basic understanding of microservices: Enhances the overall understanding of modern application architecture.
Trust Score: Score: High Evidence: The description provides detailed responsibilities, specific technologies, and quantified experience requirements, facilitating clear candidate sourcing.
Sourcing Guidance: The job description provides good technical clarity for sourcing. Consider these potential recommendations to enhance the search:
- Recommendation: Search for candidates with experience in both .NET and Power Platform.
- Recommendation: Consider candidates with backgrounds in other application support roles that involve incident management.
- Recommendation: Look for profiles with exposure to RPA tools to enrich the candidate pool.
