Support Analyst AOS2

Support Analyst

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.

• Cloud Platforms : AWS , Azure , GCP
• Database: SQL , Postgre , Aurora , Mongo DB , Redis
• Logging/Monitoring: Splunk, Appdynamics , Cloud Watch
• Operating Systems: Windows Server, Linux (especially for checking logs or services).
• Scripting: Python ,.NET , Java
• API Testing: Postman, SoapUI (for troubleshooting integrations).

Process & Soft Skills

• Ticketing Systems:Jira (very common)and Zendesk.
• Problem-Solving: Root Cause Analysis (RCA), logical deduction, bug replication.
• Communication: Acting as a translator between business/users and technical/dev teams.
• Documentation: Creating and maintaining knowledge base (KB) articles, SOPs, and user guides.
• Methodologies: ITIL (Incident, Problem, Change Management), basic understanding of Agile/SDLC.