Application Support Associate

7 days ago

Mumbai, Maharashtra, India Ares Management Corporation Full time

Job Summary

The Application Support Associate will serve as a liaison between business users and the Technology team, providing functional and technical support to Investment and Shared Services applications and platforms. This role requires a strong understanding of ITIL processes, including IT Operations, Release, Change, and Access management.

Key Responsibilities

  • Act as a liaison between business users and the Technology team
  • Provide L1 functional and technical support to Investment and Shared Services applications and platforms
  • Participate in after-hours rotational on-call support, including potential weekends and firm holidays
  • Exhibit a solid sense of ownership and urgency in handling support incidents, requests, and follow-ups with clients until a satisfactory resolution is achieved
  • Apply ITSM tool to provide quality incidents, request tickets, and use JIRA for assigned APS projects
  • Demonstrate the ability and willingness to document support workflows
  • Responsible for effective communication and interaction with the Business Users, Application Owners, and other IT teams
  • Use Critical Incident and Problem management processes to assist in removing repeated issues and provide strategic solutions
  • Clear understanding of monitoring solutions for business critical applications
  • Handle and deliver assigned projects related to production stability, software EOL, and associated application maintenance
  • Knowledge of ITIL processes such as IT Operations, Release, Change, and Access management

Requirements

  • BS or equivalent experience in Computer Science technical training and professional work experience
  • Candidate should have 4-6 years of relevant experience on User Access management, user provisioning, Active Directory, some PowerShell and SQL knowledge, Client or other ticketing queue experience
  • Diligent, great demeanor, highly motivated, and a teammate
  • Detail-oriented, ability to perform analysis, and communicate gaps in analysis to business and requirements to APS leads
  • A self-directed individual with a can-do attitude, willing to work in an energetic, collaborative, and fast-paced environment, proactive in nature, and a proven ability to learn quickly, display flexibility and adaptability while resolving issues with minimal supervision
  • Demonstrated ability to learn new systems quickly
  • Experience in monitoring critical jobs, processes and applications
  • Leveraged monitoring tools and applications to perform the above function
  • Solid sense of ownership and accountability
  • Strong problem-solving and analytical skills
  • Excellent organizational and interpersonal skills
  • Outstanding communication (written and verbal), presentation, documentation, and interpersonal skills; strong customer focus
  • Flexibility regarding role profile and willingness to take on new projects and learn new skills
  • Good judgment in terms of escalating issues vs. solving problems independently
  • Ability to be flexible in terms of hours in order to coordinate with team members across various time zones

Reporting Relationships

Manager, Application Support

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