Application Support

2 days ago

Gurugram Haryana, India Virtusa Full time

Job Overview:
Key Responsibilities:
Incident Management & Issue Resolution:
Provide timely resolution of production issues reported by field agents, operational teams, or other stakeholders related to the field force platform.
Collaborate with development, infrastructure, and QA teams to identify root causes and implement fixes or workarounds.
System Monitoring & Performance Optimization:
Proactively identify performance bottlenecks or capacity issues and coordinate with the relevant teams for resolution.
Use monitoring tools (e.g., Splunk, New Relic, etc.) to track system logs, error logs, and performance metrics.

Release Management And Application Maintenance:
Assist with the deployment of software updates, patches, and new releases for the field force platform.
Ensure the production environment is stable and that any changes to the system are implemented smoothly with mínimal disruption to operations.
Collaborate with development teams during new feature releases to ensure they meet production requirements and quality standards.

Collaboration with Cross functional Teams:
Work closely with product managers, solution architects, developers, and business analysts to understand new features or changes and assess their impact on production.
Support customer support teams with escalated technical issues.

Problem Management & Root Cause Analysis:
Conduct root cause analysis (RCA) for recurring or critical production incidents and recommend solutions to prevent future occurrences.
Document production incidents, issues, and solutions in a detailed manner for future reference and continuous improvement.

User Support & Troubleshooting:
Investigate user-reported issues and provide guidance on troubleshooting and resolution.
Documentation & Knowledge Sharing:
Maintain detailed documentation of production issues, resolution steps, and preventative measures.
Create and update operational runbooks, FAQs, and knowledge base articles to aid in resolving common production support queries.
Service Level Agreement (SLA) Compliance:
Ensure production issues are resolved within the established SLA timelines.
Track and report production support metrics, ensuring compliance with internal KPIs and SLAs.

**About Virtusa**

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.

Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.

Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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