Application Support Analyst | 1 Year Contract

Key Responsibilities

Application Support

• Provide Level 2 support for enterprise and customer-facing applications.
• Investigate and resolve application, database, and system-related issues.
• Perform impact assessments and coordinate incident resolution activities.
• Monitor application performance and ensure service availability.
• Support production releases, deployments, and change activities.
• Work closely with vendors, developers, and infrastructure teams to resolve complex issues.

Problem Management

• Lead Root Cause Analysis (RCA) for major and recurring incidents.
• Manage problem records and track corrective actions through closure.
• Identify recurring trends and implement permanent solutions.
• Conduct problem review sessions with internal teams and external vendors.
• Drive continuous service improvement initiatives.

Knowledge Management

• Create and maintain Knowledge Base (KB) articles and support documentation.
• Develop troubleshooting guides, operational runbooks, and best practices.
• Ensure knowledge repositories are updated following incidents and system changes.
• Promote knowledge sharing across support and technical teams.

Technical Support

• Execute SQL Server and MongoDB queries for troubleshooting and analysis.
• Support Linux-based application environments.
• Troubleshoot .NET applications and analyze application logs.
• Develop Python scripts to automate support and operational tasks.
• Support APIs, middleware, and integration platforms where required.

Requirements

Experience

• 2-5 years of experience in:
• Application Support (L2)
• Production Support
• Incident Management
• Problem Management

Technical Skills

• SQL Server
• MongoDB
• Linux (RHEL/CentOS/Ubuntu)
• .NET Applications
• Python Scripting
• Incident & Problem Management
• Root Cause Analysis (RCA)
• ITIL Processes (Incident, Problem & Change Management)

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent troubleshooting abilities.
• Good documentation and knowledge management practices.
• Experience coordinating with multiple stakeholders and vendors.
• Strong communication and interpersonal skills.
• Proactive, self-driven, and committed to continuous improvement.