Key Responsibilities:

• Provide 24x7 application support for business-critical systems.

• Monitor and resolve incidents, especially those impacting application availability and performance.

• Perform effective triage, root cause analysis, and issue routing across Application, Core, and Data teams.

• Support applications related to RPA and Contact Center Engineering.

• Troubleshoot issues by analyzing system logs, job failures, and batch processes.

• Manage administrative tasks such as access requests, coordination, and release activities.

• Ensure adherence to defined SLAs and maintain proactive communication during incidents.

• Identify and diagnose technical issues related to the application, Research and implement solutions to resolve  problems efficiently.

• Review the application code, configuration and data to identify the problem that member or team member facing and perform minor code fixes.

• Respond to user inquiries and requests for assistance, provide clear and concise explanations of technical concepts, Document and track user issues to ensure timely resolution.

• Create and track incident reports, assign  incidents to appropriate teams for resolution.

• Create and maintain a comprehensive knowledge base of frequently asked questions and troubleshooting procedures. Ensure the knowledge base is up-to-date and easily accessible to users.

• Monitor the performance of the applications and identify potential issues. Take proactive steps to optimize application performance.