Application Support
Key Responsibilities
- Incident Management (Primary Responsibility)
- Investigate and resolve application‑related incidents, including:
- Application errors
- Batch / job failures
- Service stop/start issues
- Import/export and archive failures
- Respond to alerts generated via Dynatrace (synthetic and infrastructure‑triggered) and validate whether the issue is application‑specific.
- Execute approved recovery steps such as application/service restarts, configuration validations, and dependency checks.
- Ensure timely updates, proper documentation, and accurate closure of incidents in the ITSM tool.
Monitoring & Alert Handling
- Analyze Dynatrace alerts related to:
- Synthetic monitoring failures
- Application availability degradation
- Backend service dependency failures
- Work with NOC to distinguish application issues vs infrastructure/network issues.
- Reduce repeat incidents by identifying alert patterns and contributing factors.
Service Requests
- Fulfill application‑related service requests, such as:
- Production support requests
- Application configuration changes
- Access validation coordination (with Directory Services)
- Coordinate with business and upstream teams to ensure completeness and SLA adherence.
Change & Release Support
- Participate in application change windows and vendor releases (e.g., scheduled maintenance, patching, version updates).
- Perform pre‑change and post‑change validation to ensure application health.
- Assist in rollback or recovery actions if post‑change issues are detected.
- Support Network Engineering and Infrastructure teams during firewall or storage changes that impact application connectivity.
Collaboration & Escalation
- Work closely with:
- DBA Operations for database job failures and data issues
- Infrastructure/Backup for storage or backup dependencies
- Network Engineering for connectivity or firewall‑related issues
- NOC for initial triage and monitoring alignment
- Escalate complex issues to L3 teams or vendors with sufficient diagnostics and evidence.
Documentation & Continuous Improvement
- Maintain application runbooks, SOPs, and validation checklists.
- Participate in root cause analysis (RCA) and post‑incident reviews.
- Identify opportunities to improve stability, monitoring accuracy, and operational readiness.
Technologies & Tools
- Dynatrace (Synthetic Monitoring, Application health, alerts)
- Windows Services and scheduled jobs
- Application support in production environments
- ITSM tools (ServiceNow preferred)
- Log analysis and troubleshooting tools
Good to Have
- Exposure to SQL Server (for coordination with DBA teams)
- Understanding of application dependencies on storage (NAS paths, backups)
- Experience supporting vendor‑hosted or third‑party applications
- Familiarity with release and change management processes
Skill Level Required
- L2 Application Support
- Independently resolve standard application incidents and requests
- Execute runbooks and participate in change activities
- L3 exposure preferred
- Advanced troubleshooting
- RCA ownership
- Vendor coordination and problem management
Applications Supported
ImageCenter, Synergy, Argo, Vision, Zelle, MySynovus and many more
Application Monitoring,Change Management,Application Support & Incident Management,Dynatrace,RCA & Documentation,ITSM & Process Knowledge
