L1 Application Support Analyst
⚲ Bengaluru
Do uzgodnienia
Wymagania
- Documentation
- SQL
- ITIL
- Service Management
- problem management
- Incident management
- Service Desk
- access management
Opis stanowiska
Required Skill set:
• 6–10 years of experience in application support, service desk, technical support, or a similar role.
• Knowledge of ITIL processes and service management best practices.
• Experience supporting enterprise applications in a production environment.
• Familiarity with SQL queries, application monitoring tools, or log analysis tools.
Roles & Responsibilities
We are seeking an L1 Application Support Analyst to provide first-line support for enterprise applications. The successful candidate will be responsible for monitoring application performance, handling incidents and service requests, troubleshooting issues, and ensuring a positive user experience through timely support and resolution of technical problems.
Key Responsibilities
• Serve as the first point of contact for application-related incidents, service requests, and user inquiries.
• Monitor application health and system alerts to identify and respond to issues proactively.
• Investigate, troubleshoot, and resolve application-related problems within defined service level agreements (SLAs).
• Log, categorize, prioritize, and track incidents and service requests using ticketing systems.
• Escalate complex issues to relevant technical teams and coordinate follow-up activities until resolution.
• Communicate effectively with users by providing timely updates on incident status and resolution progress.
• Perform basic application support activities, including user access management and routine operational tasks.
• Maintain accurate documentation of incidents, resolutions, standard operating procedures, and knowledge articles.
• Collaborate with internal teams to identify recurring issues and support continuous service improvement initiatives.
• Participate in shift schedules, on-call support, or weekend support activities when required.
Requirements
• 6–10 years of experience in application support, service desk, technical support, or a similar role.
• Understanding of incident management, problem management, and service request processes.
• Familiarity with ticketing and service management tools.
• Basic knowledge of databases, operating systems, and enterprise application environments.
• Strong analytical and troubleshooting skills with attention to detail.
• Good communication and interpersonal skills, with a customer-focused approach.
• Ability to work independently as well as collaboratively in a team environment.
• Willingness to learn new technologies and adapt to changing business requirements.
Preferred Qualifications
• Knowledge of ITIL processes and service management best practices.
• Experience supporting enterprise applications in a production environment.
• Familiarity with SQL queries, application monitoring tools, or log analysis tools.
• 6–10 years of experience in application support, service desk, technical support, or a similar role.
• Knowledge of ITIL processes and service management best practices.
• Experience supporting enterprise applications in a production environment.
• Familiarity with SQL queries, application monitoring tools, or log analysis tools.
Roles & Responsibilities
We are seeking an L1 Application Support Analyst to provide first-line support for enterprise applications. The successful candidate will be responsible for monitoring application performance, handling incidents and service requests, troubleshooting issues, and ensuring a positive user experience through timely support and resolution of technical problems.
Key Responsibilities
• Serve as the first point of contact for application-related incidents, service requests, and user inquiries.
• Monitor application health and system alerts to identify and respond to issues proactively.
• Investigate, troubleshoot, and resolve application-related problems within defined service level agreements (SLAs).
• Log, categorize, prioritize, and track incidents and service requests using ticketing systems.
• Escalate complex issues to relevant technical teams and coordinate follow-up activities until resolution.
• Communicate effectively with users by providing timely updates on incident status and resolution progress.
• Perform basic application support activities, including user access management and routine operational tasks.
• Maintain accurate documentation of incidents, resolutions, standard operating procedures, and knowledge articles.
• Collaborate with internal teams to identify recurring issues and support continuous service improvement initiatives.
• Participate in shift schedules, on-call support, or weekend support activities when required.
Requirements
• 6–10 years of experience in application support, service desk, technical support, or a similar role.
• Understanding of incident management, problem management, and service request processes.
• Familiarity with ticketing and service management tools.
• Basic knowledge of databases, operating systems, and enterprise application environments.
• Strong analytical and troubleshooting skills with attention to detail.
• Good communication and interpersonal skills, with a customer-focused approach.
• Ability to work independently as well as collaboratively in a team environment.
• Willingness to learn new technologies and adapt to changing business requirements.
Preferred Qualifications
• Knowledge of ITIL processes and service management best practices.
• Experience supporting enterprise applications in a production environment.
• Familiarity with SQL queries, application monitoring tools, or log analysis tools.
🔍 Dekoder Ogłoszenia
🔴
Ensure a positive user experience through timely support and resolution of technical problems.
Oznacza to, że będziesz musiał radzić sobie z frustracją użytkowników i szybko rozwiązywać problemy, nawet jeśli nie są one Twoją bezpośrednią winą.
🔴
Familiarity with SQL queries, application monitoring tools, or log analysis tools.
Może to oznaczać, że będziesz musiał pisać proste zapytania SQL lub analizować logi, co wykracza poza typowe zadania L1.
🟡
Escalate complex issues to relevant technical teams and coordinate follow-up activities until resolution.
Twoja rola może polegać głównie na przekazywaniu problemów dalej, zamiast na ich faktycznym rozwiązywaniu.
🟡
Perform basic application support activities, including user access management and routine operation
Może to oznaczać powtarzalne, rutynowe zadania, które nie wymagają zaawansowanej wiedzy technicznej.
🔴
Investigate, troubleshoot, and resolve application-related problems within defined service level agreements (SLAs).
Może to oznaczać presję czasu i konieczność szybkiego rozwiązywania problemów, nawet jeśli są one skomplikowane dla poziomu L1.