• Provide second-level application support for business-critical applications and assigned projects.
• Investigate, troubleshoot, and resolve application-related incidents and service requests within the agreed SLAs.
• Perform root cause analysis and support problem management activities.
• Analyze logs, system behavior, and application data to identify and resolve issues.
• Execute SQL queries to investigate data-related incidents and validate application behavior.
• Work closely with development teams, business teams, and other stakeholders to ensure timely issue resolution.
• Manage and update incidents, service requests, and problem records using the organization's ticketing system.
• Support testing activities, validate fixes, and perform functional verification before promoting solutions to production.
• Participate in major incident investigations and provide technical input when required.
• Maintain proper technical documentation and provide clear evidence and updates on assigned activities.
• Contribute to knowledge sharing and provide guidance to junior team members when needed.
Qualifications & Skills:
• 4–7 years of experience in Application Support within a Software House or enterprise environment.
• Strong understanding of second-level application support processes.
• Hands-on experience with SQL and the ability to write and execute queries for troubleshooting purposes.
• Experience in analyzing application logs and performing technical investigations.
• Familiarity with incident management and ticketing systems.
• Good understanding of SDLC and software support processes
. • Experience in testing activities and validating application fixes.
• Strong analytical and problem-solving skills.
• Good communication skills and the ability to work effectively with cross-functional teams.
• Ability to manage priorities and work under pressure in a production support environment.
Skills Required
- 4-7 years of experience in Application Support within a software house or enterprise environment.
- Strong understanding of second-level application support processes.
- Hands-on experience with SQL and ability to write and execute queries.
- Experience analyzing application logs and performing technical investigations.
- Familiarity with incident management and ticketing systems.
- Good understanding of SDLC and software support processes.
- Experience in testing activities and validating application fixes.
- Strong analytical and problem-solving skills.
- Good communication skills and ability to work with cross-functional teams.
- Ability to manage priorities and work under pressure in a production support environment.
What We Do
We are a global team who's passionate about transformative enterprise solutions & intelligent design. Our solutions and designs are out to reshape the way people interact with technology. BlackStone eIT supplies innovative solutions to automate and digitally transform human and information intensive processes. We empower breakthrough business results with smarter workflows, augmented business intelligence with AI insights, and through real-time situational awareness which all drive better business outcomes. BlackStone offers a portfolio of next generation solutions, tools, and technologies to be used as a platform to transform traditional organizations into modern smart organizations. Our solutions are designed to dramatically reduce operating costs, increase competitiveness, mitigate risk, boost internal productivity, improve the customer and employee experience, and to make the previously impossible, possible
