About the Role
As a Senior Technician in Application Operations Support, you will lead and manage a team of application support analysts while ensuring the stability, performance, and availability of our applications and software systems. Your role will involve guiding technical implementation, collaborating with cross-functional teams, and overseeing the resolution of application-related incidents. You will have opportunities to influence application optimization and enhancements as well as establish relationships with various internal and external stakeholders.
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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.
- Guide the technical implementation team on the approach and technical functions during project deployment.
- Provide technical mentorship and guidance to junior team members.
- Applications Solutions
- Contribute to RFI and RFP for individual products and end-to-end solutions.
- Manage technical discussion meetings to gather required information for Technical Design Specification creation and ensure that 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 extract relevant information for knowledge transfer, conducting knowledge transfer sessions for deployment projects, technologies, and solutions.
- Work diligently with 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 system performance by performing regular tests, troubleshooting, and integrating new features.
- Support existing software, including the development of enhancements, defect resolution, performance issue determination and resolution, 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, Experience, Skills and Competencies
- 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.
- Excellent problem-solving skills with the ability to analyze complex issues and provide innovative solutions.
- Competencies
- Think strategically (Level 2 of 5)
- Achieve tangible results (Level 2 of 5)
- Lead breakthrough change (Level 2 of 5)
- Exceed customer expectations (Level 2 of 5)
- Nurture, Inspire and Motivate (Level 2 of 5)
- Target win-win outcomes (Level 2 of 5)
