Application Support

Job Title-Application Support

location: mumbai(lower parel)

experience : 4yrs

Job Description-

1. Provide ongoing support and maintenance services including troubleshooting performance monitoring and periodic updates and enhancements user access management and security teams.
2. Establish communication with all stakeholders via multiple authorized communication modes.
3. Track and ensure closure of tickets while following governance parameters.
4. Provide application support covering day to day issues data fixes hot fixes and business understanding on day-to-day queries. This includes application support & administration.
5. Provide application support services as per the scope of support and coverage required with in the agreed support window.
6. Provide first line of technical assistance to intercept tickets and perform preliminary analysis of the issue reported and perform basic troubleshooting as per SOP
7. Track and update ticket tracking tool (ITSM) through coordinating and tracking of tickets.
8. If data change is required get requisite approval details prior to executing Ticket from End User support Team approval matrix to be provided by AFLI.
9. Provide Issue resolution steps/confirmation on data fix/ data extraction processing through mail to End User support team & in parallel update complete details over request tracking tool using ticket tracking tool (ITSM).
10. Conduct root cause analysis of outages/ tickets/ defects along with L2; assist in preparing the complete incident report explaining issue reported root cause of issue preventive steps done & permanent closure steps planned and publish RCA for critical all issues.
11. Recommend work around in case of system defects as part of immediate resolution.
12. Liaise with third party vendors in conjunction with AFLI lead for respective application for development and integration product bug/ issues as needed only in conjunction with respect to ticket resolution for ACE application.
13. Problem management identification of recurring issues periodic fort-nightly trend analysis application performance management.
14. Review transition documents received through delivery team maintain knowledge repositories of changes in Standard Operating Procedures if any.
15. Participate in UAT sessions to understand upcoming features and changes as well as update the SOPs as per changes.
16. Be a part of daily stand-up meetings daily updates weekly updates and Monthly review of the team performance and deliveries with AFLI.
17. Creation of internal SOPs for routine tasks & procedures done on day-to-day basis SOPs to be updated on routine basis whenever there is change in process/functionality.
18. Perform Application log Database analysis and share findings along with recommendation in case of defects in BAU and pass for code fix to delivery team.
19. Ensure support required by development team for resolution of production issues in case any need arises.

Educational/Professional Qualification

IT/Comp Science BCA MCA BE BTech

Proficiency in communications

Min 3 years of professional hands on experience on front end technologies & Knowledge of Database

Awareness of Life Insurance domain based portal applications & its integrated applications

Support Window

Key Deliverables

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