SME Application Support

Role: SME Application Support
Mode of Working - 6 Days WFO- Rotational Shift
Job Description

• Application Operations & Management:
• Study and perform capacity planning to ensure that adequate capacity is available in application and application as per present and future projections across all environments (Replica and Prod)
• Study Volumetrics/traffic/routing patterns and perform business KPI trending to identify abnormal patterns/deviations that may cause system issues in future. Propose and make changes towards closure.
• Perform continuous checks on E2E application w.r.t functionality, sequence flows, system load management
• Handle all escalations on issues if not resolved or partially resolved by L2
• Keep track of all existing defects in application and review the closure status with app lead/platform lead.
• Lead and participate in all Sev1/ Sev2 Issue and resolution activity by way of, 'Issue analysis, fixing and RCA Identification, 'Log extraction and sharing with the Dev/SRE teams, 'Coordinate with Dev/SRE support team for workaround/fix to resolve the Sev1/Sev2 issue, 'RCA Preparation and closure of action points closure
• Assist in timely reporting of critical issues to management
• Assist in Generating KPI reports and Business Metrics for MIS reporting
• Alert configuration and monitoring
• Identify all failure points are captured as part of monitoring and alert notifications and assist in configuration
• Perform Optimization on existing alerts based on application working
• Identify and create known gaps and track them for closure based on alerts
• Monitor the Alerts in NGO Portal on ongoing basis for any exceptions
• Assist App lead to work on alert reduction plan
• Change Management:
• Review changes and assess end to end impact and limitations that might destabilize or impact production
• Ensure changes are thoroughly tested in Replica environments and meets all the production standards
• Application Onboarding & New Projects:
• 'Participate and support Project activities (Upgrades, migration, new product implementations)
• Lead the Functional and Regression Testing activities
• Perform Performance and Stress Testing Completeness
• Learning, Training and Documentation
• Create/Change the technical documentation (runbooks, configuration , design docs) as per review cycle
• Create Standard Operating Procedures to be shared with all team members for immediate actions
• Prepare a training calendar in coordination with App Lead , Prepare the training the material and train the resources in the team for operations
• Information Security & Audit Compliance:

Lead and address Application security concerns (InfoSec observations, BAVAMA tasks) and are actioned and closed on priority basis.

Assist the Application lead for all Audit, Compliance and Regulatory tasks, specific tracker for expedited closure with support from ISV team

Key Knowledge / Skills

• Must have min 6 years of recent experience in Application Support/Technology Support / DevOps / CloudOps, and should be ready to work in a 24 X 7 support environment
• Must have managed 1 or more applications single handedly and worked as L2 / L3 support engineer for 2 to 3 years.
• Must be hands on with Unix Commands, Shell Scripting, PL/SQL, NOSQL, JCL, Programing Language: Java, Python,
• Must be hands on with observability tools like ELK, Kibana, Grafana, AppD, Splunk or any other similar tools
• Must have domain knowledge in E commerce, Retail, Consumer Goods, Supply Chain or any equivalent domain applications that have direct customer facing web or mobile applications
• Must be hands on with analyzing logs, thread dumps, heap dumps, GCs etc.
• Working/Functional knowledge of SAP Hybris, IBM Sterling, Magento Commerce, SAP or any other E-commerce platform would be an added advantage
• ITIL foundation certifications will be added advantages
• Good understanding of microservices architecture
• Working knowledge of Dockers, Kubernetes, Cloud platforms would be added advantage

Strong written and verbal communication skills is must

Skills: operations,support,application