Senior Application Support Analyst

Job Description:

The Senior Application Support Analyst will serve as a pivotal player in the production support of critical business applications, demonstrating comprehensive expertise in both Windows and Red Hat Linux server environments. The successful candidate will possess a robust background in supporting Java applications deployed on Apache Tomcat, coupled with strong troubleshooting skills to resolve high-priority incidents (P1/P2) efficiently. This role requires the ability to manage and stabilize Java/Tomcat environments consistently through proactive root cause analyses and the implementation of preventive measures. The Senior Application Support Analyst will be responsible for fostering collaborative relationships with Development and Infrastructure teams to facilitate continuous improvement initiatives, maintaining up-to-date Standard Operating Procedures (SOPs), and mentoring junior staff. An exceptional communicator, the analyst must perform effectively under pressure, ensuring the seamless operation of business-critical applications.

Job Requirements:

• A minimum of 5 years of experience in production/application support, with a focus on Java applications.
• Proven expertise in managing Windows Server and Red Hat Enterprise Linux environments.
• Strong analytical and troubleshooting skills in resolving complex technical issues, including P1/P2 incidents.
• Demonstrated ability to lead and stabilize Java/Tomcat environments.
• Experience with root cause analysis and the implementation of preventive measures to mitigate future incidents.
• Familiarity with ITIL processes for incident, problem, and change management.
• Competence in using monitoring and analytics tools such as Splunk, AppDynamics, and Grafana for application support.
• Proficient in scripting with Shell and Python for automation and reporting.
• Experience in SQL Server, particularly in executing queries, performance troubleshooting, and optimization.
• Excellent interpersonal and communication skills, with the ability to remain composed under pressure.
• Capacity to maintain and document Standard Operating Procedures (SOPs) and runbooks.
• Availability for 24x7 on-call support as required.
• Prior experience in a collaborative environment working with Development and Infrastructure teams on continuous improvement.
• ITIL certification is preferred.

Job Responsibilities:

• Lead and execute production support processes for critical business applications, ensuring optimal performance and availability.
• Troubleshoot complex issues effectively and manage priority incidents (P1/P2) through to resolution and root cause analysis.
• Continuously manage and stabilize Java/Tomcat production environments, ensuring reliability and efficiency.
• Conduct thorough root cause analyses on incidents to identify preventative measures and implement systemic fixes.
• Collaborate closely with Development and Infrastructure teams to drive initiatives focused on long-term improvements and innovations.
• Produce and maintain up-to-date Standard Operating Procedures (SOPs) and runbooks to facilitate knowledge transfer and standardization.
• Mentor junior staff, providing guidance and support to enhance their technical and operational capabilities.
• Utilize monitoring tools (e.g., Splunk, AppDynamics, Grafana) to proactively identify issues and improve application performance.
• Develop and execute scripts in Shell or Python to optimize tasks and enhance operational workflows.
• Perform SQL queries and troubleshoot database performance issues, ensuring application compatibility and efficiency.
• Document incidents in ServiceNow and Jira, ensuring transparency and effective tracking of issues and resolutions.
• Remain available for on-call support, ensuring critical systems are monitored and maintained 24/7.
• Regularly engage in training and development opportunities to stay up-to-date with industry best practices and technologies.
• Contribute to the evolution of incident, problem, and change management processes within the organization.

Required Skills:

• In-depth knowledge of Windows Server and Red Hat Enterprise Linux administration.
• Strong expertise in Java application support on Apache Tomcat, including troubleshooting and resolution techniques.
• Proficient in using monitoring and logging tools such as Splunk, AppDynamics, Grafana for application performance analysis.
• Advanced scripting proficiency in Shell and Python for automation tasks related to application management.
• Solid understanding of SQL Server, including performance optimization, complex query execution, and troubleshooting.
• Proficient in ITIL methodologies, particularly in incident, problem, and change management processes.
• Effective verbal and written communication skills, particularly under high-pressure situations.
• Strong analytical and problem-solving abilities, with a keen attention to detail and operational excellence.
• Ability to work collaboratively in a team environment, fostering relationships with diverse stakeholders.
• Commitment to maintaining documentation standards for SOPs and runbooks.
• Capability to manage time effectively, prioritize workload, and meet deadlines in a fast-paced environment.
• Willingness to participate in on-call support and emergency troubleshooting as needed.
• Familiarity with cloud computing platforms (AWS/Azure) and CI/CD tools (Jenkins, Git, Ansible) is a plus.