Application Support Specialist
5 days ago
Job Description:
We are seeking a highly skilled and experienced Application Support Specialist to join our team at Kotak Investment Advisors Limited. As an essential member of our IT department, you will be responsible for providing technical support to end-users for application-related issues.
Responsibilities:
- Provide technical support to end-users for application-related issues.
- Diagnose and resolve complex application problems, including performance issues, errors, and data discrepancies.
- Investigate and analyze application logs, error messages, and system data to identify root causes.
- Implement and test application patches and updates.
- Manage and prioritize support tickets and incidents according to SLA requirements.
- Track and document all support activities in the ticketing system.
- Escalate complex issues to development teams or third-party vendors as needed.
- Communicate with end-users regarding incident status and resolution progress.
- Monitor application performance and availability using monitoring tools.
- Perform routine maintenance tasks, including system checks, data backups, and log reviews.
- Proactively identify and resolve potential issues before they impact end-users.
- Implement and maintain application monitoring dashboards and alerts.
- Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
- Document application configurations, procedures, and best practices.
- Conduct training sessions for end-users and support team members.
- Share knowledge and expertise with other IT teams.
- Participate in application release planning and testing.
- Support application deployments and post-release validation.
- Coordinate with development teams to ensure smooth application releases.
- Develop and deliver user training materials and documentation.
- Conduct user training sessions and workshops.
- Provide ongoing support and guidance to end-users.
- Liaise with third-party vendors for application support and issue resolution.
- Manage vendor relationships and ensure SLA compliance.
- Coordinate vendor-related activities and communications.
- Identify opportunities for process improvement and automation.
- Recommend and implement changes to enhance application support efficiency.
- Participate in post-incident reviews and root cause analysis.
Required Skills and Qualifications:
- Proven experience in providing application support and troubleshooting.
- Strong troubleshooting and problem-solving skills.
- Experience in managing and prioritizing support tickets and incidents.
- Proficiency in using application monitoring tools.
- Knowledge of operating systems (Windows, Linux, Unix).
- Basic understanding of database concepts and SQL.
- Basic understanding of networking concepts.
- Excellent documentation and communication skills.
- Strong customer service skills and a customer-focused attitude.
Required Experience:
- 6-8 years of experience as an Application Support Specialist or similar role.
- Proven experience in supporting enterprise-level applications.
- Experience with ticketing systems and knowledge base management.
- Experience in working with development teams and third-party vendors.
Preferred Skills:
- Basic scripting skills (e.g., shell scripting, PowerShell).
- Experience with cloud platforms (AWS, Azure, GCP).
- Knowledge of ITIL framework and best practices.
- Knowledge of specific applications supported by the organization.
- Experience with automation tools (e.g., Ansible, Jenkins).
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