Application Support Specialist
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Key skills for this role
About the Role
Vistas Global seeks an Application Support Specialist to provide functional and technical support for a bank's omni-channel applications. The role involves incident management, log monitoring, release support, and collaboration with development and business teams.
Key Skills for This Role
Responsibilities
- Address Business As Usual (BAU) support emails and queries
- Analyze, prioritize, and resolve Service Requests (SRs) and Incidents raised through the ticketing system
- Provide timely updates and ensure adherence to SLA and compliance guidelines
- Monitor application error logs, health logs, and performance metrics using tools such as AppDynamics
- Identify anomalies, recurring issues, and potential system risks
- Perform basic/preliminary root cause analysis (RCA) to support issue resolution and escalation
- Provide support during weekend deployments, release rollouts, and change management activities
- Validate application behavior post deployment and ensure system stability
- Participate in Patch Management, Disaster Recovery (DR) Drills, Database upgrades, and other infra level activities
- Conduct functional and technical validation of omni channel applications during these exercises
- Work closely with development, QA, infrastructure, and business teams to ensure operational continuity
- Proactively identify issues by monitoring logs and system dashboards, suggesting preventive measures
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field
- Basic knowledge of Oracle SQL and MySQL
- Working knowledge of Linux servers
- Basic understanding of Java, JavaScript, and HTML
- Familiarity with APM tools like AppDynamics
- Understanding of Agile methodology
- Strong analytical and problem solving skills
- Good verbal and written communication skills
- Willingness to support weekend deployments and occasional extended hours
Full Job Posting
Role Overview
- The Application Support Specialist will be responsible for providing end to end functional and technical support for the bank’s omni channel applications. This includes branch banking web applications, mobile banking platforms, retail internet banking, and corporate internet banking channels. The role involves daily operational support, incident management, log monitoring, participation in release deployments, and coordination with development, infrastructure, and business teams to ensure seamless system operations.
Key Responsibilities
- Address Business As Usual (BAU) support emails and queries.
- Analyze, prioritize, and resolve Service Requests (SRs) and Incidents raised through the ticketing system.
- Provide timely updates and ensure adherence to SLA and compliance guidelines.
- Monitor application error logs, health logs, and performance metrics using tools such as AppDynamics (AppD) or similar APM tools.
- Identify anomalies, recurring issues, and potential system risks.
- Perform basic/preliminary root cause analysis (RCA) to support issue resolution and escalation.
- Provide support during weekend deployments, release rollouts, and change management activities.
- Validate application behavior post deployment and ensure system stability.
- Participate in Patch Management, Disaster Recovery (DR) Drills, Database upgrades, and other infra level activities.
- Conduct functional and technical validation of omni channel applications during these exercises.
- Work closely with development, QA, infrastructure, and business teams to ensure operational continuity.
- Proactively identify issues by monitoring logs and system dashboards, suggesting preventive measures.
Required Qualifications & Skills
- Minimum: Graduate (Bachelor’s degree) in Computer Science, Information Technology, or a related field.
- Databases: Basic knowledge of Oracle SQL and MySQL (queries, data lookup, troubleshooting).
- Operating Systems: Working knowledge of Linux servers, basic commands, directory structure, and troubleshooting steps.
- Programming/Tech Stack: Basic understanding of Java, JavaScript, and HTML; Ability to review/debug simple code issues is an advantage.
- Familiarity with APM tools like AppDynamics or similar platforms.
- Understanding of Agile methodology, sprint processes, and DevOps aligned workflows.
- Strong analytical, problem solving, and preliminary RCA skills.
- Ability to work proactively, especially in issue detection via log monitoring.
- Good verbal and written communication skills to interact with cross functional teams.
- Willingness to support weekend deployments and occasional extended hours during critical releases.
Preferred Skills (Nice to Have)
- Experience in the Banking & Financial Services domain.
- Understanding of Omni channel architectures, API integrations, and microservices.
- Knowledge of ticketing systems like ServiceNow, JIRA, or Remedy.
Key Competencies
- Attention to detail
- Ownership and accountability
- Team collaboration
- Customer centric approach
- Ability to manage multiple tasks
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