Application Support-SME

2 months ago

Bengaluru, India Jio Full time

Job Specification Form


Unique Job Role (UJR): SME



Job Mandate

Reliance is treading on an exciting new business journey exploring the online channels in retailing. We need techno-functional experts who will join hands in achieving these goals. We are looking for engineering professionals who can revolutionize customer experience & convenience in the digital environment. You can be a part of developing and launching new services for Reliance across channels web, tablet, mobile, and future channels. Youll have the opportunity to design, develop and support innovative solutions across a variety of applications, platforms and environments, building tomorrows technologies. Youll put your skills, experience and passion to work in an entrepreneurial environment where success is rewarded.


Key Responsibilities

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.


Educational Qualifications

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable

  • Graduate in any engineering specialization
  • PG in Engg / Mgt. will be an added advantage


Years of Experience (minimum & maximum)

5 Years to 8 Years


Knowledge & Skills (Indicate which criteria are mandatory)

  • Must have min 3 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



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