Production support/ Application support

Provide hands on technical support and post-mortem root cause analysis using ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management.

Actively address and work on user and system tickets in the Service Now ticketing application. Create and implement change tickets for enhancements, new monitoring, and assisting development groups.

Create, test, and implement Non-Functional Requirements (NFR) for current and new applications.

Build up technical subject matter expertise on the applications being supported including business flows, application architecture, and hardware configuration. Maintain documentation, knowledge articles, and runbooks.

Conduct real time monitoring to ensure application OLA/SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.

Assist in the process to approve application code releases change tickets as well as tasks assigned to the support team to perform and validate the associated implementation plan.

Approach support with a proactive attitude, desire to seek root cause, in-depth analysis and triage, and strive to reduce inefficiencies and manual efforts.

Assist in special projects and view them as opportunities to enhance your skillset and develop your growth. These projects can include coding using shell scripting, Python and YAML language for support functions. .