Application Support Analyst

Responsibilities:
*Triage & Resolve support tickets as per the defined Service Level agreement
*Works on critical application/technical problem identification and resolution, including responding to off-shift and weekend support calls.
*Tickets investigation; statistical analyses, testing and analysis of application failures
*Tickets Resolution - Proactively identifying and managing issue resolutions / documenting and provide follow-up on the resolution process with requestor
*Involve in Application Availability & performance monitoring
*The Technical Analyst is also responsible for performing other job duties as assigned by Client management from time to time.
*Involve in Daily sync up and meetings with internal team including US and offshore teams
Collaborate with Cross functional teams (Tier 3 and/or tier 1 support teams) via Teams meetings, chat, and/or email for issue triaging and resolution.

Technical Skills Required:
*At least 2-4 years of experience in Application Support
*Expertise with relational databases support, querying and database reporting preferably Snowflake
*Experience with AWS services: EC2, S3, VPC, Route 53, RDS, CloudFormation, EC2, DynamoDB (NoSQL), Lambda, logging/CloudWatch, IAM, Certificate Manager, ELB, EBS, ECS, CloudFront/WAF, SQS, SNS, SES.
*Experience troubleshooting issues related to UI / API & Data flow
*Expertise with high availability architecture
*Experience in Monitoring Tools (Ex: Thousand Eyes, AppDynamics, Grafana etc.,)

Desired Skills:
*Working experience with programming languages: Python, Power shell, SQL & JSON
*Working knowledge on deploying autoscaling features (no hands-on support required)

Soft Skills Required:
*Verbal and written communication skills. Ability to clearly communicate ideas
*Problem solving skills, customer service and interpersonal skills