Application Support Analyst

Roles & responsibilities:

Perform L1 Application Support services on a 24x7x365 basis. 
Email Based Alert Monitoring - Initial response & triage of alerts using SOP 
Validation of CRQ’s using Alerts or Dashboards 
Application Performance and Monitoring using Dashboards 
Problem Ticket creations & follow-ups for Alerts reductions 
Alerts/Volumetric reporting (Bi-weekly, Monthly) 
Participation in TRT/Bridge calls for Critical alert resolution 
Soft Skills & Situation Management over the phone call 
Contribution in Knowledge Management - create/update new or existing SOP 
Assign incidents generated by monitoring tools to corresponding application and support teams using SOPs. 
Escalate and engage Incident Requests and Change Requests to respective application teams using escalation matrix. 
Communicate and correlate any events triggered during a change window to corresponding application teams to ensure application availability. 
Regularly perform data analysis to determine Customer’s program performance and identify areas of improvement 
Increase quality of work through streamlining of processes, reducing alert counts, innovating wherever/whenever possible, and through various other continuous improvement opportunities. 
The approved service management tool(s) (e.g., Remedy) will serve all specific incidents, changes and service requests. 

Required skills:

Primary Skills (any 2 on highlighted)
Basic understanding of UNIX scripting 
Experience on batch scheduling & Monitoring 
Basic understanding of Oracle and SQL Query / Scripts 
Knowledge on tool monitoring (Splunk, Dynatrace & Omnibus) 
Effective problem and troubleshooting skills 
Effective written and verbal communication skills 
Effective interpersonal skills 

Secondary skills (Good to have) - 

Knowledge of Rabbit MQ, Grafana and Oracle data replication 
Alert Tools – Xmatters , Nagios , Azure Monitor , IPMon, Zabbix, BlazeMeter 
Experience in Payment Transaction Processing