Senior Application Support Analyst

Job Summary:

We are seeking a skilled and proactive Senior Application Support Analyst to lead the support of business-critical applications in a live production environment . In this role, you will be responsible for managing high-priority incidents, ensuring system stability, and working closely with development, infrastructure, and business teams to deliver seamless operations. You will also mentor junior support staff, drive root cause analysis, and contribute to improving incident management processes.

Key Responsibilities

• :Serve as a senior point of contact for production application issues, including incident resolution, root cause analysis, and communication with stakeholders
• .Lead the investigation and resolution of high-severity incidents (P1/P2 ), minimizing business impact and ensuring timely recovery
• .Monitor application health, performance, and availability using tools like Splunk, AppDynamics, or equivalent
• .Work with Dev, QA, and Infrastructure teams to analyze recurring issues and recommend long-term solutions
• .Own and drive post-incident reviews (PIRs ) and problem managemen t, including documentation of root causes and preventive actions
• .Manage and prioritize incoming incidents, service requests, and changes using ITSM tools (e.g., ServiceNow, Jira)
• .Participate in and support deployment activitie s, release validation, and production readiness checks
• .Maintain and enhance runbooks, knowledge base articles, and standard operating procedures
• .Act as a technical mentor and escalation point for junior team members
• .Ensure compliance with internal controls, security standards, and audit requirements
• .Collaborate with business users to understand operational pain points and provide timely support or improvements

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Qualifications & Skill

• s:Bachelor’s degree in Computer Science, Information Technology, or a related fiel
• d.5+ yea rs of experience i n application or production suppo rt in a complex, high-availability environmen
• t.Strong troubleshooting and analytical skills, with hands-on experience in resolving complex production issue
• s.Proficient i n S QL, log analysis, and understanding of application architectures (web, API, microservices, etc.
• ).Experience with monitoring tools (e.g. , Splunk, AppDynamics, Dynatrace, Grafa na) and alerting system
• s.Familiarity with Linux/Unix environments and scripting (Shell, Python, etc.
• ).In-depth knowledge o f incident, problem, and change manageme nt processes (ITIL preferred
• ).Excellent communication skills – able to work with technical and non-technical stakeholders at all level
• s.Experience working i n on-call rotatio ns and handlin g critical incidents under pressu r

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Preferred Qualificatio

• ns:Experience with cloud platfo rms (AWS, Azur e) and DevOps environmen
• ts.Knowledge of CI/CD too ls and deployment pipelines (e.g., Jenkins, Git, Ansibl
• e).ITIL certification is a strong pl
• us.Experience in a regulated or high-availability industry (e.g., finance, healthcare, telecom) is advantageo

us.