Application Support

Job Description

Key Responsibilities

Application Operations & Management

- Manage day-to-day operations, application KPIs, service KPIs, escalations, and ticket SLAs.
- Participate in Sev1 & Sev2 issues and drive resolution. Ensure RCAs and action items are documented and closed as per problem and service management guidelines.
- Review volumetrics, traffic, routing patterns, and business KPI trends and guide SME/L2 to identify abnormal patterns/deviations that may cause future system issues.
- Assist the track lead/platform lead in evaluating and defining KPIs to ensure ongoing improvement.
- Guide SME / L2 teams in improving application observability on an ongoing basis.
- Conduct regular interlocks with Product / Development / Program teams to prioritize production defects, exceptions, and repeated alerts.
- Ensure all cadence meetings and deliverables are adhered to as per organizational standards.
- Assist in the timely reporting of critical issues to management and generate MIS reports.
- Ensure all documents, run books, and learning materials are up to date, and defined team learning cadence is followed.
- Ensure a healthy work culture that meets organizational standards and maintain team strength with timely appraisals and hiring.

Change Management

- Review changes along with SMEs and assess end-to-end impact and limitations that might destabilize or impact existing functionality.
- Ensure changes are thoroughly tested in Replica environments and meet all production standards.

Application Onboarding & New Projects

- Lead project activities (upgrades, migration, new product implementations) and attend solution walkthroughs and HOTO.
- Participate in the onboarding of new functionality and services.
- Support project deadlines by timely completing all HOTO processes.
- Ensure new services are thoroughly tested in Replica and meet all production standards.
- Ensure proper communication and updates to all stakeholders and senior management.
- Create lessons learned documents at project closure for future use.

Information Security & Audit Compliance

- Participate in all application security concerns (InfoSec observations, BAVAMA tasks) and ensure closure on priority.
- Lead all audit, compliance, and regulatory tasks, maintaining specific trackers for expedited closure with support from the security operations team.

Educational Qualifications

- Graduate in any engineering specialization.
- PG in Engineering / Management will be an added advantage.

Years Of Experience

- 10+ years (minimum).

Target Organizations (Preferred Background)

Amazon, Tata Cliq, Flipkart, Walmart, SAP, IBM, TCS, Infosys, Cognizant, Unicommerce, Increff, Magento Commerce, Myntra, Landmark, Wipro, HCL.

Knowledge & Skills (Mandatory)

- Minimum 10 years of recent experience in Application Support / Technology Support / DevOps / CloudOps, in a 24x7 support environment.
- Must have led support teams of L1, L2, and SMEs in a technology operations environment practicing ITIL and DevOps principles.
- Hands-on with Unix commands, Shell scripting, PL/SQL, NoSQL, JCL, Java, Python.
- Proficiency with observability tools: ELK, Kibana, Grafana, AppDynamics, Splunk, or similar.
- Domain knowledge in E-commerce, Retail, Consumer Goods, Supply Chain, or equivalent applications with direct customer-facing web or mobile applications.
- Strong experience in analyzing logs, thread dumps, heap dumps, and GCs.
- Working/functional knowledge of SAP Hybris, IBM Sterling, Magento Commerce, SAP, or other e-commerce platforms (advantageous).
- ITIL Foundation certification (added advantage).
- Good understanding of microservices architecture.
- Working knowledge of Docker, Kubernetes, and Cloud platforms (advantage).
- Strong written and verbal communication skills are a must.

Skills: sap hybris / ibm sterling / magento commerce,itil & service management,docker / kubernetes / cloud platforms,e-commerce / retail / supply chain domain knowledge,sql / nosql (database management),microservices architecture,team leadership & people management,application support & management,devops & cloudops,unix / shell scripting,observability tools (elk, kibana, grafana, appdynamics, splunk),security & audit compliance