Application Support Developer

2 weeks ago

Pune, Maharashtra, India Innova ESI Full time

Role Description :

As an Application Support Developer, you will be a leader and problem solver, responsible for ensuring the smooth operation of our applications and providing exceptional support to our global client base. You will leverage your expertise in Appian and BPM to troubleshoot complex issues, implement best practices, and drive customer satisfaction. Your ability to lead and mentor a team, along with your understanding of industry-standard support processes, will be crucial for delivering successful support operations.

Responsibilities :

- Oversee a team of application support developers, product support engineers, and analysts, providing direction, assistance, and mentorship.

- Conduct performance reviews and provide constructive feedback.

- Foster a collaborative and productive team environment.

- Directly responsible for day-to-day product support operations, ensuring positive outcomes for the global client base.

- Work closely with peers and product teams to deliver a high-quality customer experience.

- Provide oversight to Product Support Engineers and enable them to maintain a high level of client satisfaction.

- Ensure timely resolution of incidents and service requests, adhering to defined service level agreements (SLAs) and escalating issues as necessary.

- Act as a point of escalation for incidents, ensuring that the appropriate resources are engaged for timely resolution.

- Monitor and report on support metrics and performance.

- Maintain a deep understanding of the product, including the various features and configuration options, to be able to provide the required guidance to support engineers.

- Troubleshoot and resolve complex technical issues related to Appian and BPM applications.

- Transform the way Product Support is being handled by introducing industry-standard processes and best practices for Support management.

- Develop and manage the roadmap for the IT Application Support Team.

- Identify opportunities for process improvements and implement effective solutions.

- Create a knowledge management database to facilitate employee self-service for incidents and knowledge transfer to other support teams.

- Develop and maintain documentation for support processes and procedures.

- Collaborate with development, QA, and product teams to ensure seamless support processes.

- Communicate effectively with clients and stakeholders regarding support progress and issues.

- Participate in Agile/Scrum ceremonies.

Qualifications :

Experience :

- Proven experience in application support and team leadership.

- Experience with Appian and BPM platforms.

- Experience in managing day-to-day product support operations.

Technical Skills :

- Strong understanding of Appian and BPM concepts and technologies.

- Experience in troubleshooting and resolving complex technical issues.

- Knowledge of ITIL processes and service management best practices.

- Experience with knowledge management systems.

- Proficiency in scripting and automation tools is a plus.

(ref:hirist.tech)

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