Application Support

Job Role: SMEKey ResponsibilitiesApplication Operations & ManagementStudy and perform capacity planning to ensure adequate capacity is available in applications across all environments (Replica and Prod) as per current and future projections.Analyze volumetrics, traffic, and routing patterns, and perform business KPI trending to identify abnormal deviations that may cause system issues. Propose and implement corrective actions.Perform continuous end-to-end checks on application functionality, sequence flows, and system load management.Handle all escalations for issues not resolved or only partially resolved by L2.Track all existing defects in the application and review closure status with the application lead/platform lead.Lead and participate in all Sev1/Sev2 issue resolution activities, including:Issue analysis, fixing, and RCA identification.Log extraction and sharing with Dev/SRE teams.Coordinating with Dev/SRE support for workaround/fix.RCA preparation and closure of action items.Assist in the timely reporting of critical issues to management.Generate KPI reports and business metrics for MIS reporting.Alert Configuration & MonitoringEnsure all failure points are captured in monitoring and alert notifications.Optimize existing alerts based on application behavior.Identify and track known gaps for closure.Monitor alerts in the NGO Portal on an ongoing basis for exceptions.Support the application lead in executing alert reduction plans.Change ManagementReview changes and assess end-to-end impact to avoid destabilizing production.Ensure all changes are thoroughly tested in Replica environments and meet production standards.Application Onboarding & New ProjectsParticipate in and support project activities (upgrades, migrations, new product implementations).Lead functional and regression testing activities.Conduct performance and stress testing for completeness.Learning, Training & DocumentationCreate/update technical documentation (runbooks, configuration/design docs) as per review cycles.Develop Standard Operating Procedures (SOPs) for team use in immediate actions.Prepare training calendars with the application lead, develop training material, and conduct training sessions for team members.Information Security & Audit ComplianceLead and resolve application security concerns (InfoSec observations, BAVAMA tasks) with priority action and closure.Assist the application lead in audit, compliance, and regulatory tasks, maintaining a specific tracker for expedited closure with ISV team support.Educational QualificationsGraduate in any engineering specialization (mandatory).A postgraduate in Engineering/Management is an added advantage.Years of ExperienceMinimum 6+ years.Target OrganizationsAmazon, Tata Cliq, Flipkart, Walmart, SAP, IBM, TCS, Infosys, Cognizant, Unicommerce, Increff, Magento Commerce, Myntra, Landmark, Wipro, HCL.Knowledge & Skills (Mandatory unless specified)Minimum 6 years of recent experience in Application Support, Technology Support, DevOps, or CloudOps with readiness to work in a 24x7 support environment.Experience managing one or more applications independently and working as an L2/L3 support engineer for 2–3 years.Strong hands-on skills in Unix commands, Shell scripting, PL/SQL, and NoSQL.Proficiency in programming languages: Java, Python.Hands-on experience with observability tools: ELK, Kibana, Grafana, AppDynamics, Splunk, or similar.Domain knowledge in E-commerce, Retail, Consumer Goods, Supply Chain, or equivalent customer-facing web/mobile applications.Proficient in analyzing logs, thread dumps, heap dumps, GC logs, etc.Functional knowledge of SAP Hybris, IBM Sterling, Magento Commerce, SAP, or other e-commerce platforms (preferred).ITIL Foundation Certification (added advantage).Good understanding of microservices architecture.Working knowledge of Docker, Kubernetes, and Cloud platforms (added advantage).Strong written and verbal communication skills.