Support Analyst-2

Detail-oriented IT Application Support Analyst with 5+ years of experience providing Tier 2 and Tier 3 support for critical business applications. Proven expertise in investigating, troubleshooting, and resolving complex software issues. Highly skilled in SQL database queries, AWS and AZURE environmentsto anayze data , replicating bugs for development teams, and managing the incident lifecycle in Jira. Serves as a key liaison between non-technical business users and development teams, ensuring clear communication and rapid resolution of all application-related incidents.

Core Responsibilities

• High-Tier Issue Resolution:Resolve escalated tickets from L1/L2 that require in-depth log analysis, database querying, or cloud configuration changes.
• Root Cause Analysis (RCA):Perform forensic investigations into recurring failures using the 5 Whys or Fishbone methods to prevent future incidents.
• Code-Level Debugging:AnalyzeSpring Bootmicroservices logs andReact Nativemobile application crashes to identify bugs or performance bottlenecks.
• Cloud Infrastructure Support:Manage and troubleshootAWS(EC2, Lambda, S3) andAzure(AKS, Cosmos DB, Blob Storage) resources to ensure high availability.
• Cloud Security Enforcement:Monitor IAM roles, Network Security Groups (NSGs), and encryption protocols to maintain a secure environment.

Technical Skills Matrix

Category

Skills & Tools

Cloud Platforms

(VPC, IAM, CloudWatch) &Azure(AKS, Azure SQL, Sentinel).

Backend & APIs

Spring Boot, RESTful API troubleshooting, and Java-based microservices.

Mobile Tech

React Native(iOS/Android) debugging and mobile performance monitoring.

Monitoring/Logging

AppDynamics ,Splunk, ELK Stack, Cloudwatch, Dynatrace for real-time observability.

Security

VPC/VNet security, IAM policy auditing, and vulnerability remediation.

ITSM & Tools

Database

Zendesk for incident/problem management andJirafor bug tracking

SQL , Postgre , Aurora , Mongo DB , Redis

Strategic Value Add

1. Automation:Develops scripts in Python or Bash to automate repetitive recovery tasks or health checks.
2. Continuous Improvement:Collaborates with DevOps teams to update CI/CD pipelines, ensuring that RCA findings lead to permanent fix-at-source deployments.
3. Knowledge Leadership:Drafts high-quality Knowledge Base Articles (KBAs) to empower L1/L2 teams, reducing overall ticket volume.