Senior Application Support Analyst

Job OverviewYou will be supporting business users across CC offices globally to get better end user experience. This role will be the expert within the DevOps team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks. You will work hand-in-hand with development teams to resolve issues. You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency with the goal of avoiding or minimizing outages and impacts. You should be able to lead and execute specific activities related to application maintenance and support while working with several vendors. Your team working skills will be required to amplify the performance in this role. Good communication skills are mandatory. The person must have the commitment to complete DevOps activities with good analyzing and innovative skills. The zeal to continuously learn new technologies, models, techniques and processes will help the incumbent to stand out from the crowd. Job LocationAtrium Place, Sec 19 Gurgaon Work PatternMonday to Friday (245) Work ModeHybrid (50% WFO) Who you will work withYou will work with End Users, Incident Mgt, Change Mgt, Product Mgt, DevOps Team, Desktop and Packaging team, QA team, MS Exchange team, Networks team and Systems team. What you will be responsible forSolve complex/medium complexity business problems using technical knowledge in the DevOps environmentWork and support Change & Release Management to enhance applications in enterprise systemsImplement processes to maintain applications systems in production environment with controlled evaluation of any downtimeGuide to manage timely resolution or escalation of incidents within the environment. Understand the global and local impact across teams to manage application interdependenciesMust be able to communicate the impact and solutions of application/system problems in business languageWhat you will doProvide and coordinate required maintenance and optimization solutions ensuring business application integrityComplete DevOps activities on time and within Standard Level Agreements.Help and maintain the supported applications health in different environments.Help to progress change management by deploying the latest application versions in all supported environments.Get the new updates QA tested before deploying, to ensure that the users get bug free application update.Keep the lights on by liaising with onshore stakeholders and application vendors in different parts of the worldThird Level troubleshooting support for internal and external web applicationsWork closely with other IT teams such as Vendor, Development, Network, Security, Desktop, Exchange and Systems to investigate for the root cause analysis.Support User Requests via I.T Ticketing Tracking system ServiceNow, Remedy.Your career experience so farWhat we need : Substantial technology experience of more than 5 years in owning support of complex applications in Web, Windows or Cloud environmentShould be comfortable in various SQL Server versions with at least 2016 and aboveGood Knowledge of Microsoft Windows 11 & Windows Server 2022 server platforms or aboveSound knowledge on Web Servers: IIS 9 and above and Windows ServicesGood knowledge about IT infra such as VMs, AD, DNS proxy, Security skills FirewallsMust have worked on at least one Support Ticketing tool ServiceNow, Remedy etc.Good knowledge of SharePoint platform and O365Good knowledge of Active Directory, SQL, Azure AD, Exchange Online and office productsHandson experience in writing basic Power shell scripts for various tasksTroubleshoot the issues related to Windows and Web Applications , SQL Server 2012/2016 and Services hosted in IIS/WCFGood Knowledge about .Net technologies C# 4.0 or higher, MVC, WCF and associated technologiesFlexible to work in 245 shift model/night shifts for longer periodMust be able to handle pressure situations, especially during P1/2 cases, with high confidencePossess good command over both written and verbal communication skillsGood knowledge of vendor and service managementL3 troubleshooting support for internal and external web applicationsMaintain & build standard and documentation for all environments.Ensuring that the requirement for change to applications is fully understood and that the planned work is completedProvision of adequate cover as defined in the SLA's over the required support hours (this may vary according to the application)Working on critical cases including application downtime (Priority 1 &2) situationsLogical thinking and excellent verbal and written communicationExhibit positive attitude and superb teamwork attributesEducation & ExperienceRequires Bachelors in Engineering Degree or equivalent, and strong relevant professional experienceITIL Foundation certified will be preferredAny Azure .