Application Support

Infotel UK; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Infotel UK is seeking a skilled technical support professional in Mumbai. The role involves providing technical and functional support, managing incidents, and ensuring applications meet their functional requirements. Ideal candidates will have a Bachelor's degree and strong expertise in operating systems, cloud platforms, and scripting.

The position prioritizes communication, analytical abilities, and collaboration across teams. Knowledge of ITIL frameworks and experience with production backup setups are also essential.

Qualifications

• Proven experience in technical and functional support.
• Ability to manage incidents and eradicate problems.
• Experience in creating and deploying updates.
• Strong analytical ability and teamwork skills.

Responsibilities

• Providing technical and functional support to ensure the application meets functional requirements.
• Monitoring the condition of technical components and application backups.
• Contributing to improving services through production dashboards.
• Orchestrating various releases within the technical scope.

Skills

Knowledge of Operating Systems - Linux, Windows

Experience with Scheduling tools like Autosys

Knowledge of monitoring tools (e.g., Dynatrace, ELK, Grafana)

Familiarity with Oracle and SQL Server

Expertise in scripting (e.g., Python, Bash, PowerShell)

Experience with File Transfer Protocols like CFT

Experience with cloud platforms (preferably IBM Cloud)

Understanding of ITIL or similar ITSM frameworks

Knowledge of IT production backup and resilience setup

Strong English communication skills

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

JIRA service management

Docker

Kubernetes

Gitlab

Job description

Responsibilities

Direct Responsibilities

• Providing technical and functional support
• Managing incidents within the scope and guaranteeing the eradication of problems
• Implementing monitoring and supervising the application's technical and functional components
• Monitoring the smooth implementation of processing according to the production plan
• Monitoring the condition of the application’s technical components
• Ensure that the application meets its functional requirements and operates as intended
• Checking the proper running of application backups and restoration
• Orchestrating and managing the various releases within the scope
• Creating and enriching the application document framework
• Maintaining operating procedures
• Create and Deploy updates for Obsolescence, patches
• Create SOP's, perform knowledge transfer and cross training for proper backup in team.
• Effective communication across multiple teams including development team (IT) and other stakeholders. Ability to translate business requirements and work with development teams throughout resolution, implementation and delivery.

Contributing Responsibilities

• Contributing to the processes belonging to the activity, observing requirements and carrying out the necessary remediation
• Contributing to the construction of production dashboards and undertaking the actions defined for improving the service
• Contribute to continuous improvement actions

Technical & Behavioral Competencies

Primary Skillsets (mandatory)

• Knowledge and proven experience with Operating Systems - Linux, windows
• Proven experience with Scheduling tools like Autosys
• Knowledge of any monitoring tools (e.g., Dynatrace, ELK, Grafana)
• Familiarity with database technology is required: Oracle and SQL Server. Capability to execute basic scripts and queries
• Expertise in scripting on one of these (e.g., Python, Bash, PowerShell)
• Experience with File Transfer Protocols like CFT
• Experience with any cloud platforms (preferably IBM Cloud)
• Understanding of ITIL or similar ITSM frameworks & tools (e.g., ServiceNow, JIRA service management)
• Knowledge of IT production backup and resilience setup (High Availability setup, Disaster Recovery Plan, etc.)
• Strong English communication and collaboration skills.

Secondary Skillsets (good to have)

• Familiarity with Ansible, containerization technologies (e.g., Docker) and Devops tool like Gitlab, Kubernetes, Openshift
• Experience in providing 24x7 support for critical servers, Availability, Performance, Monitoring, Incident response, Preparation, Change management and Capacity management
• Self-starter with a proactive approach and a problem-solving mindset, capable of working on multiple projects simultaneously and meeting tight deadlines.

Skills Referential (Required knowledge, skills and abilities)

Behavioral Skills

• Communication
• Analytical Ability
• Team Player

Transversal Skills

• Ability to understand, explain and support change
• Ability to develop and adapt a process
• Analytical Ability
• Ability to inspire others & generate people's commitment

Education Level

Bachelor’s degree or equivalent

Location

Mumbai