Company Confidential

The  Application Support Analyst will support business critical applications for web-based application solutions.  The qualified and selected candidate will develop production support plans and manage day-to-day operation inquiries, customer issues and incidents in production environment by performing the following responsibilities


• Proactively and expeditiously identify, diagnose, take corrective action and resolve application system incidents and problems.

• Proactively develop monitors and analyze system performance to ensure high availability.

• Document, communicate and escalate technical issues, manage to resolution and articulate business impact.

• Conduct root cause analysis of application system problems in a timely and effective manner.

• Recommend and implement changes in systems / procedures to avoid recurrences of system failures.

• Recommend and implement system changes to reduce required manual intervention in monitoring and managing system performance.

• Provide 24×7 on-call support through a rotational schedule

• Create and maintain application system documentation (e.g. knowledge articles) to enable Level 1 and Level 2 supportability

• Manage service request queue Monitor and fulfill business and product support requests.

• Collaborate closely with application development to understand the architecture and design and as warranted submit change requests for system improvements

• Participate in planning sessions regarding application, hardware and software changes.   Actively engaged in pre- and post- implementation reviews.

• Ensure infrastructure and application, as well as IT processes and procedures, meet strict security requirements and comply with IT Risk Management guidelines.

• Monitor and measure production system performance and growth on an ongoing basis,

• Focus on Customers  understanding how specific actions link to customer impact; ensures the customer’s needs and impact on the business are at the forefront of all decisions and actions



Required Skills:

• Desired to have software/application support experience including deploying, diagnosing, and debugging complex Windows .NET/IIS and SQL Server based or internet-based applications

• Working Knowledge of application SQL Server functions, functional knowledge of databases with the ability to execute queries, joins, stored procedures and triggers

• Minimum of 2 years or relative experience supporting or developing .NET web applications

• Experience working with XML

• Experience with Web Services integration (SOAP, REST)

• Demonstrated technical aptitude, strong analytical and troubleshooting competencies

• Must have strong written and verbal communication skills.

• Must be intrinsically motivated and detail oriented.

• Must be able to organize, multi-task and prioritize work

• Must possess strong interpersonal skills in order to work in a diverse, dynamic and fast-paced environment.

• Must have desire and ability to learn quickly.

• Must be willing to work some nights and weekend on-call support one or two weeks per month.

Additional Desirable Skills:

• SPLUNK Monitoring Tools

• Ready API/SOAP UI Test & Validation Services

• ServiceNow IT Service Management and Incident Management Tools

• Zenoss/SCOM monitoring tools

• ITIL experience or certification

• Microsoft IIS experience

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