Application Support Specialist
1 month ago
Job Overview :
- Strong background in Database Management, Application Performance tools & hands-on experience is a must.
- Collaborate with cross-functional teams to ensure timely and reliable production environment management, minimizing risks and ensuring scalability.
- Proficiency in multiple programming languages and a willingness to continue learning and adapting to new technologies.
- Advanced problem-solving skills and ability to adjust quickly to changes and re-prioritization to drive efficient resolution of systems issues.
- Troubleshoot and resolve systems issues related to data analysis, application setup and configuration, application usage, queries, data changes, and reporting in a timely manner.
- Develop and implement process improvements to enhance system effectiveness in a 24x7 environment and optimize tool utilization.
- Establish and manage Service Level Agreements (SLAs) for response and resolution times, ensuring the team meets established targets.
- Lead cross-functional teams, including planning and coordinating release updates and software requests.
- Manage resource availability and utilization to ensure adequate production support coverage.
- Ensure application support readiness for changes to the production environment, ensuring all changes and processes are properly understood and documented.
- Responsible for delivering high-quality services to the team.
- Report support metrics, including MBR, QBR, and YBR.
- Provide and document Root Cause Analysis (RCA) and corrective actions for repetitive issues to achieve a permanent fix.
- Develop and maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.
- Enable users to handle activities independently.
- Collaborate with the team to achieve internal and external client satisfaction, efficiency, and flawless execution in accordance with OLA's and SLA's with other internal teams.
- Gather, challenge, clarify, and document technical requirements from technology leadership.
- Solely responsible for all people management areas, including goal setting, performance management, regular feedback, coaching, rewards, and recognition.
- Support responding to Request for Proposals (RFP's) and create proposals.
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