Job Title:
Application Reliability Operations Analyst – L1
Role Summary
The ARO L1 Analyst provides first line operational
support for business‑critical applications. The role focuses on monitoring,
alert handling, initial triage, basic troubleshooting, user assistance, and
timely escalation, ensuring stable and reliable application operations. L1
works closely with L2/L3 teams and follows runbooks, SOPs, and ITSM processes
to maintain service continuity.
Key Responsibilities
Monitoring & Alert Handling
- Monitor
application and system health using approved monitoring tools.
- Acknowledge
and respond to alerts within SLAs.
- Perform
basic triage, identify impacted components, and check application
availability.
- Identify
common Java-related errors/exceptions from logs.
- Monitor
batch jobs (Autosys or equivalent) and perform approved restarts.
Initial Troubleshooting & Recovery
- Execute
basic scripts (Shell/Python/PowerShell) for health checks, log collection,
and validations.
- Perform
standard recovery actions as per runbooks and SOPs.
- Validate
application health after restarts or changes.
Incident Management & Escalation
- Log,
categorize, and update incidents accurately in ServiceNow or similar ITSM
tools.
- Resolve
issues within L1 scope; escalate to L2/L3 with complete diagnostic
context.
User Support & Documentation
- Assist
users with basic issues such as access, navigation, and configuration.
- Contribute
to KB articles, SOP updates, and shift handover notes.
Compliance & Collaboration
- Follow
security, access control, and audit requirements.
- Work
with L2/L3, development, and support teams to improve operational
processes.
Technical Skills
- Basic
understanding of Java application components (JVM, heap, threads –
high-level).
- Basic
Unix/Linux commands.
- Ability
to execute Shell/Python/PowerShell scripts.
- Familiarity
with monitoring tools (Grafana, Splunk, AppDynamics).
- Knowledge
of networking basics, batch operations, database basics, MQ, ITSM
processes.
- Understanding
of Autosys or similar schedulers.
Soft Skills
- Strong
communication and customer service skills.
- Ability
to follow detailed procedures and document work clearly.
- Analytical
mindset and willingness to learn.
- Ability
to work in 24×7 rotational shifts.
Experience & Education
- 0.5–2
years of experience in IT operations or application support.
- Bachelor’s
degree in IT/Computer Science or equivalent technical qualification
(preferred).
- Experience
with ticketing systems and remote support tools is a plus.
Working Conditions
- Rotational
shifts including nights/weekends/holidays.
- Fast-paced
environment with multiple priorities.
- Hybrid
working model .
Requirements
Job Title:
Application Reliability Operations Analyst – L1
Role Summary
The ARO L1 Analyst provides first line operational
support for business‑critical applications. The role focuses on monitoring,
alert handling, initial triage, basic troubleshooting, user assistance, and
timely escalation, ensuring stable and reliable application operations. L1
works closely with L2/L3 teams and follows runbooks, SOPs, and ITSM processes
to maintain service continuity.
Key Responsibilities
Monitoring & Alert Handling
- Monitor
application and system health using approved monitoring tools.
- Acknowledge
and respond to alerts within SLAs.
- Perform
basic triage, identify impacted components, and check application
availability.
- Identify
common Java-related errors/exceptions from logs.
- Monitor
batch jobs (Autosys or equivalent) and perform approved restarts.
Initial Troubleshooting & Recovery
- Execute
basic scripts (Shell/Python/PowerShell) for health checks, log collection,
and validations.
- Perform
standard recovery actions as per runbooks and SOPs.
- Validate
application health after restarts or changes.
Incident Management & Escalation
- Log,
categorize, and update incidents accurately in ServiceNow or similar ITSM
tools.
- Resolve
issues within L1 scope; escalate to L2/L3 with complete diagnostic
context.
User Support & Documentation
- Assist
users with basic issues such as access, navigation, and configuration.
- Contribute
to KB articles, SOP updates, and shift handover notes.
Compliance & Collaboration
- Follow
security, access control, and audit requirements.
- Work
with L2/L3, development, and support teams to improve operational
processes.
Technical Skills
- Basic
understanding of Java application components (JVM, heap, threads –
high-level).
- Basic
Unix/Linux commands.
- Ability
to execute Shell/Python/PowerShell scripts.
- Familiarity
with monitoring tools (Grafana, Splunk, AppDynamics).
- Knowledge
of networking basics, batch operations, database basics, MQ, ITSM
processes.
- Understanding
of Autosys or similar schedulers.
Soft Skills
- Strong
communication and customer service skills.
- Ability
to follow detailed procedures and document work clearly.
- Analytical
mindset and willingness to learn.
- Ability
to work in 24×7 rotational shifts.
Experience & Education
- 0.5–2
years of experience in IT operations or application support.
- Bachelor’s
degree in IT/Computer Science or equivalent technical qualification
(preferred).
- Experience
with ticketing systems and remote support tools is a plus.
Working Conditions
- Rotational
shifts including nights/weekends/holidays.
- Fast-paced
environment with multiple priorities.
- Hybrid
working model .
Skills Required
- 0.5-2 years experience in IT operations or application support
- Basic understanding of Java application components (JVM, heap, threads)
- Basic Unix/Linux command knowledge
- Ability to execute Shell, Python, and PowerShell scripts
- Familiarity with monitoring tools (Grafana, Splunk, AppDynamics)
- Knowledge of batch operations and schedulers (Autosys or similar)
- Knowledge of networking basics, database basics, and MQ
- Experience with ITSM processes and incident logging (ServiceNow or similar)
- Ability to follow security, access control, and audit requirements
- Ability to work 24x7 rotational shifts including nights/weekends/holidays
- Bachelor's degree in IT/Computer Science or equivalent (preferred)
- Experience with ticketing systems and remote support tools (a plus)
What We Do
Excelencia Consulting is a US-based, ISO 27001:2022-certified technology services provider specializing in Oracle solutions and Digital Engineering. The company provides on-site, offshore, and near-shore software technologies and ERP solutions to small and mid-sized enterprises globally. With a physical presence in the USA, UK, Canada, and India, Excelencia enables smarter operations and future-ready business transformations through its expertise in digital engineering services.
