Application Support

Key Responsibilities
Application Operations & Management

• Manage day-to-day operations, application KPIs, service KPIs, escalations, and ticket SLAs.
• Participate in Sev1 & Sev2 issues and drive resolution. Ensure RCAs and action items are documented and closed as per problem and service management guidelines.
• Review volumetrics, traffic, routing patterns, and business KPI trends and guide SME/L2 to identify abnormal patterns/deviations that may cause future system issues.
• Assist the track lead/platform lead in evaluating and defining KPIs to ensure ongoing improvement.
• Guide SME / L2 teams in improving application observability on an ongoing basis.
• Conduct regular interlocks with Product / Development / Program teams to prioritize production defects, exceptions, and repeated alerts.
• Ensure all cadence meetings and deliverables are adhered to as per organizational standards.
• Assist in the timely reporting of critical issues to management and generate MIS reports.
• Ensure all documents, run books, and learning materials are up to date, and defined team learning cadence is followed.
• Ensure a healthy work culture that meets organizational standards and maintain team strength with timely appraisals and hiring.

Change Management

• Review changes along with SMEs and assess end-to-end impact and limitations that might destabilize or impact existing functionality.
• Ensure changes are thoroughly tested in Replica environments and meet all production standards.

Application Onboarding & New Projects

• Lead project activities (upgrades, migration, new product implementations) and attend solution walkthroughs and HOTO.
• Participate in the onboarding of new functionality and services.
• Support project deadlines by timely completing all HOTO processes.
• Ensure new services are thoroughly tested in Replica and meet all production standards.
• Ensure proper communication and updates to all stakeholders and senior management.
• Create lessons learned documents at project closure for future use.

Information Security & Audit Compliance

• Participate in all application security concerns (InfoSec observations, BAVAMA tasks) and ensure closure on priority.
• Lead all audit, compliance, and regulatory tasks, maintaining specific trackers for expedited closure with support from the security operations team.

Educational Qualifications

• Graduate in any engineering specialization.
• PG in Engineering / Management will be an added advantage.

Years Of Experience

• 10+ years (minimum).

Target Organizations (Preferred Background)
Amazon, Tata Cliq, Flipkart, Walmart, SAP, IBM, TCS, Infosys, Cognizant, Unicommerce, Increff, Magento Commerce, Myntra, Landmark, Wipro, HCL.

Knowledge & Skills (Mandatory)

• Minimum 10 years of recent experience in Application Support / Technology Support / DevOps / CloudOps, in a 24x7 support environment.
• Must have led support teams of L1, L2, and SMEs in a technology operations environment practicing ITIL and DevOps principles.
• Hands-on with Unix commands, Shell scripting, PL/SQL, NoSQL, JCL, Java, Python.
• Proficiency with observability tools: ELK, Kibana, Grafana, AppDynamics, Splunk, or similar.
• Domain knowledge in E-commerce, Any domain, Consumer Goods, Supply Chain, or equivalent applications with direct customer-facing web or mobile applications.
• Strong experience in analyzing logs, thread dumps, heap dumps, and GCs.
• Working/functional knowledge of SAP Hybris, IBM Sterling, Magento Commerce, SAP, or other e-commerce platforms (advantageous).
• ITIL Foundation certification (added advantage).
• Good understanding of microservices architecture.
• Working knowledge of Docker, Kubernetes, and Cloud platforms (Mandatory).
• Strong written and verbal communication skills are a must.

Skills: sap hybris / ibm sterling / magento commerce,security & audit compliance,microservices architecture,sql / nosql (database management),e-commerce / retail / supply chain domain knowledge,docker / kubernetes / cloud platforms,unix / shell scripting,team leadership & people management,application support & management,observability tools (elk, kibana, grafana, appdynamics, splunk),itil & service management