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Application Support Analyst
Application Support AnalystHTC Global Services Inc • Madison, WI, US
Application Support Analyst

Application Support Analyst

HTC Global Services Inc • Madison, WI, US
16 days ago
Job type
  • Full-time
Job description
We are seeking an experienced Application Support Analyst to join our team. The ideal candidate will be responsible for responding to incidents, managing ticket resolutions, monitoring application performance, and executing troubleshooting procedures. You will work with tools like Datadog for observability, ServiceNow for ticket management, and ensure smooth application performance post-deployment. This role requires strong analytical skills, an understanding of service stability, and the ability to maintain knowledge management for incident resolution. Key Responsibilities: Respond to alerts and incidents, performing triage and restoring service as needed Analyze P3/P4 incidents and assign them to the appropriate problem tickets Monitor release health and validate service stability post-deployment Monitor dashboards and validate alerts, detecting anomalies Execute troubleshooting steps, restart services, and clear stuck jobs as part of runbook execution Resolve L2 tickets and escalate to SDL when necessary Ensure proper ticket hygiene and timely resolution Update runbooks and document solutions for knowledge sharing Create knowledge articles for internal use and reference Required Qualifications: Experience in incident response and service restoration Proficiency in observability tools such as Datadog (Dashboard, Log Analysis, APM) Experience with ticketing systems, particularly ServiceNow Ability to monitor release health and validate service stability post-deployment Familiarity with troubleshooting, service restarts, and job management Strong analytical skills to detect anomalies and resolve incidents Experience with ticket management and escalation procedures Strong documentation skills for updating runbooks and creating knowledge articles What Makes HTC A Great Place To Build Your Future HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies. At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks. Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.
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Application Support Analyst • Madison, WI, US

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