Digital Solutions Application Support Specialist

Summary: The Digital Solutions Application Support Specialist plays a critical role in managing and supporting digital applications based on the Microsoft technology stack, with a primary focus on Level 2 (L2) and Level 3 (L3) application support and service delivery.Responsibilities: • Provide L2/L3 support for applications built on Microsoft technologies • Manage the incident lifecycle, perform root cause analysis (RCA), and ensure resolution of issues • Ensure adherence to Service Level Agreements (SLAs) and maintain system stability • Collaborate with development, business, and support teams to foster effective communication • Drive process improvements, governance, and maintain documentation • Monitor application performance and proactively resolve issues to enhance efficiency Must Haves: • Strong experience in Application Support (L2/L3) • Hands-on experience with Microsoft's technology stack, including: • .NET applications • Power Platform (with a preference for PowerApps) • Experience in incident management, problem management, and service delivery frameworks • Strong coordination and communication skills to manage stakeholder relationships • ITIL Certification - 4 Nice to Haves: • Exposure to Robotic Process Automation (RPA) tools such as UiPath, Automation Anywhere, or Blue Prism • Experience with UI/frontend applications • Familiarity with analytics tools like Power BI or Qlik • Basic understanding of microservices architecture Other Details: • Category: Role Focus - Application Support • Category: Technology Stack - Microsoft technologies • Category: Team Structure - Collaborates closely with various teams Reason (Must Have): • Strong experience in Application Support (L2/L3): Essential for providing timely and effective support, ensuring quick resolution of issues and maintaining service quality. • Hands-on experience with the Microsoft technology stack: Necessary for understanding the applications being supported and for troubleshooting effectively. • Experience in incident and problem management: Critical to maintaining SLAs and overall system stability. • Strong communication skills: Vital for successful collaboration across teams and managing stakeholder expectations. • ITIL Certification - 4: Important for aligning support processes with industry best practices. Reason (Nice to Have): • Exposure to RPA tools: Helpful for teams looking to enhance productivity by automating repetitive tasks. • Experience with UI/frontend applications: Valuable for understanding the user experience and improving application performance. • Familiarity with analytics tools: Useful for deriving insights from application performance data and informing decision-making. • Basic understanding of microservices: Enhances the overall understanding of modern application architecture. Trust Score: Score: High Evidence: The description provides detailed responsibilities, specific technologies, and quantified experience requirements, facilitating clear candidate sourcing. Sourcing Guidance: The job description provides good technical clarity for sourcing. Consider these potential recommendations to enhance the search: • Recommendation: Search for candidates with experience in both .NET and Power Platform. • Recommendation: Consider candidates with backgrounds in other application support roles that involve incident management. • Recommendation: Look for profiles with exposure to RPA tools to enrich the candidate pool.