Description

Lead the application support team to manage, investigate, and resolve technical incidents within defined SLAs.

Responsibilities

• Oversee team acknowledgment and investigation of monitoring alerts to ensure timely responses.
• Evaluate, prioritize, and resolve complex issues, including decisions on escalation paths.
• Manage incidents according to standard practices and ensure all updates are documented in the ticketing system.
• Identify recurring issues and trends to drive root cause analysis and permanent fixes with technical teams.
• Create and maintain technical documentation, including user guides, troubleshooting manuals, and KPI reports.

Required Skills

• 5 to 7 years of experience in application support or a related technical role.
• Proficiency with REST and SOAP APIs and understanding of web application interactions.
• Ability to query relational databases effectively using SQL.
• Experience with log analysis tools such as Sumo Logic, Kibana, or Elasticsearch.
• Proficiency in Unix or Linux command-line environments (ps, top, netsstat, ssh).
• Ability to write and troubleshoot basic Bash or Python scripts for automation.
• Experience using ticketing systems such as ServiceNow, JIRA, or Rally.
• Understanding of SSL protocols, Virtual VPN, and service-oriented architectures.
• Knowledge of ITIL or other service management frameworks.

Key Skills

Education

Bachelor's degree