Senior Technician Application Operations Support

Important: After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview. This is part of the application process. The interview is not timed, but please complete it within a reasonable period so your application can move forward.

Key Accountabilities

• Team Management
  • Lead and manage a team of applications support analysts, providing guidance, mentorship, and performance evaluations.
  • Foster a collaborative and productive team environment, promoting professional development and knowledge sharing.
  • Guides technical implementation team on the approach and technical functions during the project deployment
  • Provide technical mentorship and guidance to junior team members
• Applications Solutions
  • Contributes to RFI and RFP for individual products and end-to-end solutions
  • Manage technical discussion meetings to gather the required information for the Technical Design Specification creation and to make sure that the client requirements are correctly addressed in the provided solution
  • Analyze, design, and implement software solutions of varying complexity, including server-side and middleware
• Application Maintenance and Support
  • Ensure the availability, performance, and stability of our applications and software systems.
  • Oversee the resolution of application-related incidents, problems, and service requests, ensuring timely and effective responses.
  • Collaborate with cross-functional teams, such as development, infrastructure, and quality assurance, to address and resolve application issues.
  • Design and implement effective solutions and models to store and retrieve client data.
  • Install and organize information systems to guarantee data lake functionality
  • Manage vendors and extracts relevant information for knowledge transfer, conducts knowledge transfer sessions for deployment projects, technologies, and solutions
  • Diligently teaming with the infrastructure, network, database, application and business intelligence teams to guarantee high data quality and availability
• Application Troubleshooting and Problem Solving
  • Investigate and analyze complex application issues, identifying root causes and implementing appropriate solutions.
  • Develop and maintain troubleshooting guides, knowledge bases, and standard operating procedures to enhance support efficiency.
  • Provide escalation support for critical application incidents and act as a point of contact for senior management.
  • Monitor the system performance by performing regular tests, troubleshooting, and integrating new features
  • Support existing software including development of enhancements, defect resolution, determining and resolving performance issues, debugging, upgrading, deployment and migration
• Application Optimization and Enhancements
  • Collaborate with business stakeholders to identify opportunities for application improvements, performance enhancements, and feature enhancements.
  • Participate in the planning and implementation of application upgrades, patches, and migrations, ensuring minimal disruption to business operations.
  • Oversee the migration of data from legacy systems to new solutions and recommend solutions to improve new and existing database systems
• Relationship Management
  • Establish and maintain strong working relationships with internal users, business units, and external clients to understand their application support needs and expectations.
  • Serve as a liaison between the applications support team and other departments, facilitating effective communication and coordination.

Qualifications

• BSc. / B.E / M.C.A
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)

Experience

• Proven experience in managing a team of application support analysts.
• In-depth knowledge of application support best practices, ITIL framework, and incident management processes.

Skills

• Strong technical proficiency in troubleshooting, maintaining, and supporting enterprise applications and software systems.

• Experience with Bigdata, Data Analytics, databases, SQL, scripting languages, and application monitoring tools.