Role: Application Support Lead
Experience: 10+ Years
Responsibilities:-
- Drive the team to monitor, triage and resolve the incidents and service requests raised by the user for timely response and resolution in production support environment.
- Troubleshooting skills for resolving issues/incidents and requests raised by users in a production support environment.
- Maintain a comprehensive understanding of the landscape of services across domains.
- Refine realtime observability and metrics to improve visibility of the full stack environment.
- Design and configure DevOps pipeline working with the Client and Project teams.
- Define, articulate, and drive automation activities.
- Acts as SME to senior stakeholders and /or other team members
- Responsible for ensuring that project SLAs and KPIs are met.
- Identify and define necessary system enhancements, including using script tools and analyzing/interpreting code.
- Consult with users, clients, and other technology groups on issues, and recommend programming solutions, install, and support customer exposure systems.
- Identify problems, analyze information, and make evaluative judgements to recommend and implement solutions.
- Drive the major incidents (P1/P2) to closure following the major incident management process of the customer.
Experience:
- 10 - 14 yrs experience in application (L2) support.
- Experience in ITIL processes.
- Experience in Microservices, Docker, Github, Jira.
- Experience in PagerDuty, SumoLogic.
- Strong understanding of AWS Cloud services.
- Building and maintaining tools to automate application deployment, performance tuning and monitor operations.
- Hands-on experience with scripting languages such as Ansible, Terraform.
- Strong implementation experience using Continuous Planning, Integration, and Deployment tools like GitHub and Containerization technologies like Docker, Kubernetes etc.
- Good communication skills and ability to articulate technical issues/requirements.
- Functionally decompose complex problems and identify solutions and understand the system interdependencies and limitations.
- Drive the team to ensure that the day to day issues are logged and addressed promptly and create/track the progress of incidents, service requests and problem tickets and meet SLAs.
- Work with customers in providing updates to the queries and driving reviews and discussions on incidents/issues and weekly/monthly governance.
