Appian Production Support Specialist

Persistent Systems; Bengaluru; Hybrid; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Hybrid work

Education funding

Insurance coverage

Flexible hours

Long Service awards

Job summary

Persistent Systems seeks an Appian Production Support Specialist with 2–5 years of experience to keep enterprise Appian applications highly available and performing. You will monitor health, handle incidents, and coordinate with development and infrastructure teams to resolve issues.

You will also manage deployments, conduct RCA, and ensure SLA adherence. The role emphasizes ITIL-aligned support, cross-functional collaboration, and ongoing improvement in production operations.

Qualifications

• 2–5 years of experience in application production support.
• Hands-on Appian production support in enterprise environments.
• Strong knowledge of ITIL-based support processes.
• Experience with incident, problem, and change management.
• Proficiency with SQL for data investigation.
• Familiarity with ServiceNow or Jira.

Responsibilities

• Provide day-to-day production support for Appian applications, ensuring high availability and performance.
• Monitor application health, workflows, integrations, and system performance to proactively identify issues.
• Investigate, analyze, troubleshoot, and resolve production incidents, service requests, and application defects.
• Coordinate with application development, infrastructure, database, and business teams to resolve production issues.
• Perform incident triaging, prioritization, impact assessment, and escalation management.
• Support release management activities, deployments, post-release validation, and production readiness checks.
• Conduct root cause analysis (RCA) for recurring or high-priority incidents and implement corrective actions.
• Manage and track incidents, service requests, and problem tickets using ServiceNow, Jira, or other ITSM tools.
• Ensure compliance with SLA targets and operational support processes.
• Collaborate with business users to understand issues, provide updates, and ensure effective resolution.
• Validate workflows, integrations, process models, and data flows during troubleshooting activities.
• Support problem management activities and identify opportunities for process improvements.
• Document support procedures, knowledge articles, and operational runbooks.
• Participate in on-call support and incident response activities as required.
• Contribute to continuous improvement initiatives focused on application stability and operational excellence.
• Work closely with development teams to identify permanent fixes and prevent recurring production issues.

Skills

Appian BPM

Incident management

ITIL

Production support

SQL

ServiceNow

Jira

Deployment support

Stakeholder management

Problem solving

Tools

Appian

Job description

We are seeking a dedicated Appian Production Support Specialist with 2-5 years of experience in supporting business-critical Appian applications within enterprise production environments. The ideal candidate will possess strong expertise in the Appian BPM platform, incident management, production support processes, and ITIL-based service management practices. You will play a critical role in ensuring application stability, resolving production issues, supporting deployments, and maintaining high levels of service availability for business users.

• Role: Appian Production Support Specialist
• Experience: 2 to 5 Years
• Job Type: Full-Time Employment

What You'll Do:

• Provide day-to-day production support for Appian applications, ensuring high availability and performance.
• Monitor application health, workflows, integrations, and system performance to proactively identify issues.
• Investigate, analyze, troubleshoot, and resolve production incidents, service requests, and application defects.
• Coordinate with application development, infrastructure, database, and business teams to resolve production issues.
• Perform incident triaging, prioritization, impact assessment, and escalation management.
• Support release management activities, deployments, post-release validation, and production readiness checks.
• Conduct root cause analysis (RCA) for recurring or high-priority incidents and implement corrective actions.
• Manage and track incidents, service requests, and problem tickets using ServiceNow, Jira, or other ITSM tools.
• Ensure compliance with SLA targets and operational support processes.
• Collaborate with business users to understand issues, provide updates, and ensure effective resolution.
• Validate workflows, integrations, process models, and data flows during troubleshooting activities.
• Support problem management activities and identify opportunities for process improvements.
• Document support procedures, knowledge articles, and operational runbooks.
• Participate in on-call support and incident response activities as required.
• Contribute to continuous improvement initiatives focused on application stability and operational excellence.
• Work closely with development teams to identify permanent fixes and prevent recurring production issues.

Expertise You'll Bring:

• 2-5 years of experience in Application Production Support, BPM Support, or Enterprise Application Support.
• Hands-on experience supporting Appian applications in production environments.
• Strong understanding of the Appian BPM platform, process models, rules, workflows, and application architecture.
• Experience managing incidents, problems, service requests, and production support activities.
• Knowledge of ITIL-based support processes and service management best practices.
• Ability to troubleshoot workflow, application, integration, and data-related issues.
• Experience using ServiceNow, Jira, or similar ITSM and ticket management platforms.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Experience supporting business-critical applications in production environments.
• Familiarity with release management, deployment support, and post-production validation processes.
• Working knowledge of SQL for data investigation, validation, and troubleshooting.
• Understanding of application monitoring and operational support activities.
• Strong communication and stakeholder management skills.
• Ability to coordinate effectively across business, support, infrastructure, and development teams.
• Ability to work independently and manage multiple support priorities.
• Strong attention to detail and commitment to service excellence.
• Experience working in regulated, controlled, or compliance-driven environments is an advantage.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."