Application Support Analyst

Job Summary:  The Application Support team analyst will be responsible for monitoring and handling different applications related to alerts, service now tickets, and Chat pings and make sure they are addressed in a timely manner. The support team handles the L1 activities and escalates the issues to next-level teams as and when needed.
 

Role and Responsibilities:

• Monitor alerts, incidents and dashboards to ensure timely response is provided.
• Classify the incident/alert priority based on its type, severity, and impact.
• Perform basic troubleshooting based on the cookbook instructions.
• Categorize and escalate them to the appropriate support team or personnel.
• Conduct post change checkouts and other L1 tasks.
• Documenting simple procedures and work details in the tickets.
• Participate and assist in the bridge calls.

Required/ Skills

• 3 to 6 years' experience in Command Center/NOC/Application Support.
• Experience in Service Now, Jira (or) similar tools.
• Good understanding of Incident Management, Problem Management, and Change management.
• Strong analytical and problem-solving skills.
• Ability to remain calm and make sound decisions under pressure.
• Experience with incident management tools and ticketing systems.         
• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders.
• Positive attitude, attention to detail, ability to work in a team.
• Flexible to work in 24/7 rotational shifts, i.e., early morning, afternoon, night, and weekend shifts.
• Solid written and verbal communication skills
• Experience working as shift lead.