KEY RESPONSIBILITIES:

• Provide L1/L2 support for enterprise applications (Angular, .NET, Salesforce, vendor systems)

• Perform issue triaging and root cause analysis (not just ticket routing)

• Monitor:

• Application health

• API integrations

• Alerts (Datadog / Azure logs / vendor alerts)

• Handle:

• User-reported issues (login failures, functional issues)

• System alerts and failures

• Vendor coordination for external systems

• Configuration changes based on inputs from Development team

• Validate issues using tools like Postman (API validation), logs, and configurations

• Escalate critical issues (P1/P2) to development teams with proper analysis

• Support deployment activities:

• Execute deployment checklists

• Perform sanity validation post deployment

• Manage user access provisioning (onboarding/offboarding)

• Contribute to:

• Incident reporting (daily / weekly / monthly)

• Continuous process improvements (automation, monitoring enhancements)

• Experience in leading an application support team (For Lead role)

• Perform basic bug fixes and configuration changes (Good to have)

REQUIRED SKILLS:

Core

• Strong understanding of application support processes

• Experience with:

• Supporting .NET + Angular / React based applications

• Doing Log analysis (Azure logs, application logs)

• Using Monitoring tools (Datadog or similar)

• Understanding of API integrations and troubleshooting

• Hands-on experience with:

• API testing tools (Postman / Swagger)

• SQL

• Familiarity with any ticketing tool (e.g. JIRA / ServiceNow)

Behavioural Expectations

• Strong ownership mindset (end-to-end issue resolution)

• Ability to triage and analyse problems deeply

• Proactive communication with stakeholders and vendors

• Willingness to work in shift-based (24x6) support model

Good to Have

• Development experience in:

• .NET + Angular / React applications

• Salesforce environments

• Exposure to:

• DevOps pipelines

• Cloud platforms (Azure)