Application Support Analyst

Description:

The Digital Technical Analyst is responsible for monitoring overall performance of assigned digital products and handling customer issues through resolution.

Responsibilities:

• Triage & Resolve support tickets as per the defined Service Level agreement
• Works on critical application/technical problem identification and resolution, including responding to off-shift and weekend support calls.
• Tickets investigation; statistical analyses, testing and analysis of application failures
• Tickets Resolution - Proactively identifying and managing issue resolutions / documenting and provide follow-up on the resolution process with requestor
• Involve in Application Availability & performance monitoring
• The Technical Analyst is also responsible for performing other job duties as assigned by Client management from time to time.
• Involve in Daily sync up and meetings with internal team including US and offshore teams
• Collaborate with Cross functional teams (Tier 3 and/or tier 1 support teams) via Teams meetings, chat, and/or email for issue triaging and resolution.

Techinical Skills Required:

• At least 2-4 years of experience in Application Support
• Expertise with relational databases support, querying and database reporting preferably Snowflake
• Experience with AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES.
• Experience troubleshooting issues related to UI / API & Data flow
• Expertise with high availability architecture
• Experience in Monitoring Tools (Ex: Thousand Eyes, AppDynamics, Grafana etc.,)

Desired Skills:

• Working experience with programming languages: Python, Power shell, SQL & JSON
• Working knowledge on deploying autoscaling features (no hands-on support required)

Soft Skills Required:

• Verbal and written communication skills. Ability to clearly communicate ideas
• Problem solving skills, customer service and interpersonal skills

Education & Experience Required:

• Requires a college or university degree, with 2-4 years' experience OR technical certification w/ 8 years' experience
• At least 2-4 years of experience in Application Support

Required Skills : Snowflake,Grafana,AWS Cloud Formation,API,Technical Support

Basic Qualification :

Additional Skills : AWS Engineer,Application Engineer,Big Data

Background Check : No

Drug Screen : No