Primary skills:Technology->Application Support - Middleware->Application Support - Middleware
Key Responsibilities:
Provide end-to-end L1/L2 production support for business-critical applications running on distributed technologies, ensuring high availability and performance.
Monitor application health, jobs, and interfaces using standard monitoring tools; respond to alerts, incidents, and service requests within defined SLAs.
Perform detailed incident triage, impact assessment, and initial root cause analysis; document findings and collaborate with development and infrastructure teams for permanent fixes.
Manage the incident, problem, and change lifecycle in alignment with ITIL best practices, including ticket logging, prioritization, communication, and closure.
Execute standard operating procedures, deployment checklists, and runbooks for routine maintenance, releases, and environment validations.
Analyze recurring issues, identify trends, and propose preventive measures and process improvements to enhance system stability and user experience.
Coordinate with cross-functional teams during major incidents and releases, providing timely updates to stakeholders and clear communication on progress and resolution.
Maintain accurate and up-to-date technical documentation, knowledge base articles, and support guides to enable faster resolution and knowledge sharing.
Support non-production environments as needed, including smoke testing, sanity checks, and validation after deployments or configuration changes.
Participate in shift-based support, including on-call rotations, to ensure 24x7 coverage for critical applications as required.
Knowledge of design principles and fundamentals of architecture
Understanding of performance engineering
Knowledge of quality processes and estimation techniques
Basic understanding of project domain
Ability to translate functional / nonfunctional requirements to systems requirements
Ability to design and code complex programs
Ability to write test cases and scenarios based on the specifications
Good understanding of SDLC and agile methodologies
Awareness of latest technologies and trends
Logical thinking and problem solving skills along with an ability to collaborate
