App Support

Key Responsibilities:

- Provide first-level support for application-related incidents, ensuring timely resolution or escalation to the appropriate teams.

- Troubleshoot and resolve application issues, including functional, performance, and system integration problems.

- Monitor application performance, identify potential bottlenecks, and take proactive actions to resolve them.

- Collaborate with development and QA teams to deploy new software releases, patches, and updates.

- Conduct root cause analysis for recurring issues and work with teams to implement permanent fixes.

- Document support activities, resolutions, and known issues in a knowledge base or ticketing system for future reference.

- Assist in application deployments, configurations, and version upgrades, ensuring minimal disruption to users.

- Provide training and guidance to end users on application functionality and best practices for troubleshooting.

- Maintain application logs, monitor system health, and proactively identify and address potential issues.

- Participate in on-call support as needed, ensuring the high availability of critical applications.

- Ensure adherence to Service Level Agreements (SLAs), and report on application status, outages, and performance metrics to management.

Required Qualifications:

- 3+ years of proven experience in application support or a similar technical support role.

- Strong understanding of IT systems, networks, and application troubleshooting methodologies.

- Working experience in Kubernetes, containerization, microservices, and monolithic application architectures.

- Hands-on experience with Jenkins, Bitbucket and CI/CD practices.

- Proficiency in working with databases (SQL, in-memory, NoSQL) and performing database troubleshooting and optimization.

- Knowledge of scripting languages (e.g. Python, Shell) for automation and issue resolution.

- Strong command of operating systems such as Linux and Windows.

- Experience with ticketing systems like Jira, GLPI, etc., for issue tracking and management.

- Familiarity with monitoring and observability tools such as Nagios, Grafana and the ELK Stack (Elasticsearch, Logstash, Kibana) for log management, performance monitoring, and visualization.

- Excellent problem-solving, analytical thinking, and communication skills, with the ability to document issues clearly.

- Ability to work collaboratively in a team environment and independently as needed.

- Familiarity with application frameworks and technologies such as Java or similar.