Application Support Analyst

ITC Infotech; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ITC Infotech in Bengaluru is seeking an Application Support Analyst with 3-5 years of hands-on experience supporting enterprise web applications and CMS platforms. You will troubleshoot incidents, manage content publishing workflows, monitor performance and ensure availability.

You will collaborate with business, development, and infrastructure teams, perform RCA, support deployments, and contribute to automation and knowledge management.

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field.
• Experience supporting enterprise web applications and CMS platforms.
• ITIL or relevant technical certifications are an advantage.

Responsibilities

• Diagnose, troubleshoot, and resolve application and CMS-related incidents and service requests.
• Support website content publishing, platform administration, and configuration management activities.
• Monitor application health, website performance, and system availability.
• Perform root cause analysis (RCA) and implement preventive actions.
• Collaborate with development, QA, and infrastructure teams for issue resolution and production support.
• Support release management, deployments, and post-release validations.
• Manage user access, permissions, roles, and platform configurations.
• Monitor logs, application performance, and integration points using monitoring tools.
• Document technical solutions, known errors, support procedures, and knowledge articles.
• Ensure SLA compliance and provide timely communication to stakeholders regarding incidents and service requests.
• Participate in incident, problem, and change management processes.
• Identify opportunities for automation and continuous improvement within support operations.

Skills

Application Support

CMS Platforms

Incident Management

Troubleshooting

Content Publishing

Monitoring & RCA

Education

Bachelor's Degree in CS/IT/Engineering

Tools

ITIL framework

Job description

Note: Please do not apply if you are unavailable for a face-to-face (F2F) interview

Job Summary:

We are seeking a highly skilled and experienced Application Support Analyst with 3-5 years of hands-on experience supporting enterprise web applications and Content Management Systems (CMS). The ideal candidate will be responsible for providing technical support, troubleshooting application and platform issues, managing content publishing workflows, and ensuring application performance, stability, and availability.

The role requires close collaboration with business stakeholders, development teams, infrastructure teams, and external vendors to resolve incidents, implement enhancements, support deployments, and maintain application configurations. The successful candidate will possess strong analytical and problem-solving skills, demonstrate a customer-centric approach, and ensure adherence to both business and technical standards.

Key Responsibilities

• Diagnose, troubleshoot, and resolve application and CMS-related incidents and service requests.
• Support website content publishing, platform administration, and configuration management activities.
• Monitor application health, website performance, and system availability.
• Perform root cause analysis (RCA) and implement preventive and corrective actions.
• Collaborate with development, QA, and infrastructure teams for issue resolution and production support.
• Support release management, deployments, and post-release validations.
• Manage user access, permissions, roles, and platform configurations.
• Monitor logs, application performance, and integration points using monitoring tools.
• Document technical solutions, known errors, support procedures, and knowledge articles.
• Ensure SLA compliance and provide timely communication to stakeholders regarding incidents and service requests.
• Participate in incident, problem, and change management processes.
• Identify opportunities for automation and continuous improvement within support operations.

Preferred Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field.
• Experience supporting enterprise web applications and CMS platforms.
• ITIL or relevant technical certifications are an advantage.