Job Description – IT Application Support Associate (Shift-based)
We are looking for a motivated and detail-oriented IT Application Support Associate to join our team. The role involves working on a shift basis to ensure continuous monitoring, proactive issue resolution, and timely response to customer queries and system alerts.
Responsibilities
● Monitor application systems, infrastructure health, alerts, and alarms on a shift basis to ensure continuous service availability.
●Respond to customer queries and support tickets, providing timely assistance and updates.
● Investigate system failures, application errors, and performance issues; apply fixes where possible or escalate to relevant stakeholders.
● Perform first-level troubleshooting, log analysis, and root-cause identification.
● Collaborate with development, DevOps, and infrastructure teams for incident resolution and preventive measures.
● Maintain detailed documentation of incidents, resolutions, and known issues for future reference.
● Participate in the incident management and escalation process, ensuring SLA compliance.
● Suggest improvements to monitoring tools, support processes, and system reliability.
● Provide end-of-shift handovers and maintain accurate records of ongoing issues.
Qualifications:
● Proven experience in Application Support, IT Operations, or System Monitoring roles.
● Strong understanding of monitoring tools (e.g., Datadog, Splunk, Last9, Sumologic or equivalent).
● Familiarity with incident management and ticketing systems (e.g., JIRA, ServiceNow).
● Basic knowledge of databases (SQL), and debugging fundamentals
● Ability to troubleshoot application and system issues quickly and effectively.
● Excellent communication and collaboration skills to work with cross-functional teams and customers.
● Willingness to work in 24x7 shift rotations (including nights)
● Strong problem-solving mindset with attention to detail.
Nice to Have
● Experience with cloud environments (AWS, Azure, GCP).
● Knowledge of scripting languages (Python, Shell) for automation of routine tasks.
● Prior experience in supporting enterprise-scale applications. If you are a proactive and reliable engineer with a passion for ensuring system uptime and customer satisfaction, we would love to hear from you!