Application Monitoring Support Engineer / Lead
Application Monitoring Support Engineer / Lead
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
We have below new requirement of Business Analyst for GA GTM. Requesting you to share relevant profiles for screening.
Team Request Name
Local Grade
Location
Team Request Comment 2
Requested By
VMS ID
296499
GTM0001- GTM - Application Monitoring Support Engineer / Lead
Mumbai
C1
Shailesh Gajare
CGEMJP
JD
Role Overview:
The Application L2 Support Engineer/ Business Analyst is responsible for troubleshooting and resolving technical issues post-implementation of GTM Replicon. The role involves collaborating with cross-functional teams ensuring timely resolution of incidents within SLAs and proactively identifying trends to enhance application stability and performance.
Continuous monitoring and reporting over the issues identified over the integration layer between multiple applications. Effective communication with end-users / stakeholders or technical teams and maintaining detailed reporting / documentation are key aspects of this role.
Key Responsibilities:
Provide L2 application support ensuring timely resolution of incidents within SLAs.
Continuous Monitor and Analyze recurring issues investigate errors and implement permanent fixes.
Strong follow up and relationship building with other stakeholders and other technical teams.
Manage service and change requests ensuring compliance with ITIL processes.
Maintain technical documentation and contribute to knowledge-sharing initiatives.
Work in a 24/7 support model (if applicable) and handle on-call escalations.
Collaborate with business users and stakeholders to address application concerns.
Process Improvement: Continuously enhance the service request process by identifying and implementing best practices and optimizing workflows.
Coordination and Communication: Act as a liaison between the service desk technical teams and business stakeholders to ensure clear communication and efficient resolution of service requests.
Reporting and Analysis: Generate and analyze reports on service request metrics identifying trends and providing insights to drive improvements in service delivery.
Training and Support: Provide training and support to Stakeholders and Business stakeholders and other relevant teams.
Preferred Qualifications & Experience:
Bachelors degree in Computer Science IT or a related field.
Experience in Application L2 Support and Business Analysis and Monitoring.
Proficiency in SQL application monitoring and troubleshooting tools.
Hands-on experience with ITSM ticketing systems (e.g. ServiceNow JIRA Remedy).
Knowledge of ITIL processes (Incident Problem Change Management).
Understanding of cloud platforms (AWS Azure) and Windows server environments.
ITIL v3/v4 certification (preferred).
Employment Type
Full-time
