Application Support

• Study and perform capacity planning to ensure adequate capacity is available in applications across all environments (Replica and Prod) as per current and future projections.

• Analyze volumetrics, traffic, and routing patterns, and perform business KPI trending to identify abnormal deviations that may cause system issues. Propose and implement corrective actions.

• Perform continuous end-to-end checks on application functionality, sequence flows, and system load management.

• Handle all escalations for issues not resolved or only partially resolved by L2.

• Track all existing defects in the application and review closure status with the application lead/platform lead.

• Lead and participate in all Sev1/Sev2 issue resolution activities, including:

  • Issue analysis, fixing, and RCA identification.

  • Log extraction and sharing with Dev/SRE teams.

  • Coordinating with Dev/SRE support for workaround/fix.

  • RCA preparation and closure of action items.

• Assist in the timely reporting of critical issues to management.

• Generate KPI reports and business metrics for MIS reporting.

• Ensure all failure points are captured in monitoring and alert notifications.

• Optimize existing alerts based on application behavior.

• Identify and track known gaps for closure.

• Monitor alerts in the NGO Portal on an ongoing basis for exceptions.

• Support the application lead in executing alert reduction plans.

• Review changes and assess end-to-end impact to avoid destabilizing production.

• Ensure all changes are thoroughly tested in Replica environments and meet production standards.

• Participate in and support project activities (upgrades, migrations, new product implementations).

• Lead functional and regression testing activities.

• Conduct performance and stress testing for completeness.

• Create/update technical documentation (runbooks, configuration/design docs) as per review cycles.

• Develop Standard Operating Procedures (SOPs) for team use in immediate actions.

• Prepare training calendars with the application lead, develop training material, and conduct training sessions for team members.

• Lead and resolve application security concerns (InfoSec observations, BAVAMA tasks) with priority action and closure.

• Assist the application lead in audit, compliance, and regulatory tasks, maintaining a specific tracker for expedited closure with ISV team support.

• Graduate in any engineering specialization (mandatory).

• A postgraduate in Engineering/Management is an added advantage.

• Minimum 6+ years.

Amazon, Tata Cliq, Flipkart, Walmart, SAP, IBM, TCS, Infosys, Cognizant, Unicommerce, Increff, Magento Commerce, Myntra, Landmark, Wipro, HCL.

• Minimum 6 years of recent experience in Application Support, Technology Support, DevOps, or CloudOps with readiness to work in a 24x7 support environment.

• Experience managing one or more applications independently and working as an L2/L3 support engineer for 2–3 years.

• Strong hands-on skills in Unix commands, Shell scripting, PL/SQL, and NoSQL.

• Proficiency in programming languages: Java, Python.

• Hands-on experience with observability tools: ELK, Kibana, Grafana, AppDynamics, Splunk, or similar.

• Domain knowledge in E-commerce, Retail, Consumer Goods, Supply Chain, or equivalent customer-facing web/mobile applications.

• Proficient in analyzing logs, thread dumps, heap dumps, GC logs, etc.

• Functional knowledge of SAP Hybris, IBM Sterling, Magento Commerce, SAP, or other e-commerce platforms (preferred).

• ITIL Foundation Certification (added advantage).

• Good understanding of microservices architecture.

• Working knowledge of Docker, Kubernetes, and Cloud platforms (added advantage).

• Strong written and verbal communication skills.