Technical Support Lead who can provides post production support of application
Define optimize support process
Monitoring of application availability, performance and initial triage of Product related incidents
Proactively analyze any incidents that occur and ensure these are responded to promptly within agreed SLAs
Redirect any issues requiring further analysis to the development team
Perform validations after scheduled changes within specified Maintenance Windows ensuring the functionalities are up and running as desired
Complete regular operational activities to maintain environments with minimal disruption and higher availability
Proactively Monitor Infrastructure and Application Components to improved customer experience
Qualification
7 years of experience in a leading application support team
Well-versed with
Analyzing application logs
Good understanding of MSSQL DB, query optimizations, trouble shooting
Application integrations like Payment gateway, Email etc
Triaging of issues
Communications
Experience on any monitoring tool like Splunk, Dynatrace etc
Excellent communication skills
Exposure to programming (Java/Python/PHP) to debug an issue and resolve basic ones on top of production support experience
Strong working knowledge on ITIL (Incident / Problem / Change / Availability Management) and carry knowledge of managing Cloud hosted application operations.
