Application Support Manager

ACL Digital; Mumbai; Hybrid; INR 350,000 - 600,000; Full time

Job summary

ACL Digital is seeking a Level 1/2 Support Analyst to resolve technical and functional issues in a Banking domain, with strong SQL/PL-SQL and ITIL experience. You will diagnose, triage, and resolve incidents promptly while contributing to root-cause analysis to prevent recurrence.

Responsibilities include monitoring incidents, coordinating fixes, supporting UAT/Prod deployments, and mentoring juniors. The role requires hands-on work with Windows/Linux, Oracle, Dynatrace, ServiceNow, and JIRA in

Qualifications

• Databases: Knowledge of RDBMS, Oracle, SQL.
• Operating System: Windows, Linux/UNIX
• UNIX: Shell Scripting, Process Management, Memory Management, Network Management commands.
• ITIL: Good Understanding of ITIL framework, especially on Incident, Request, Problem and Change management, should have worked in ITIL process and best practices.
• Middleware: Knowledge on tomcat OR any Middleware troubleshooting and Deployment Process
• Scheduler Tools: Autosys
• Monitoring Tools: Dynatrace
• Ticketing Tools: Service Now, JIRA

Responsibilities

• Candidate must work as level 1/2 support analyst to bring technical and functional issues to resolution.
• Candidate must have good experience on SQL / PL-SQL.
• Candidate should be able to write complex SQL queries and can troubleshoot DB issues.
• Candidate should be responsible and act proactively to prevent performance issues or application crash.
• Candidate should be responsible for resolving support issue by using technical expertise and flexible enough to look for solutions that may be out of the box.
• Candidate should be able to handle ITIL Methodologies like Change, Incident, Problem, and Service Management.
• Candidate should be able to monitor the recurrent incidents, perform problem management, and upscale to the next level of support or development team when required.
• Responsible for UAT/PROD deployment & validation.
• Analyzing/documenting problems, recommending solutions, & initiating corrective action.
• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Skills

SQL

Oracle

RDBMS

Windows

Linux/UNIX

Shell scripting

Process management

Memory management

Network management

ITIL

Tomcat

Autosys

Dynatrace

ServiceNow

JIRA

Verbal communication

Written communication

Analytical skills

Problem solving

Prioritization

Adaptability

Team player

Learning mindset

Tools

Tomcat

Autosys

Dynatrace

ServiceNow

JIRA

SQL

Oracle

RDBMS

Windows

Linux/UNIX

Shell scripting

Process management

Memory management

Network management commands

Job description

Role & responsibilities

Banking Experience Preferred

Direct Responsibilities

• Candidate must work as level 1/2 support analyst to bring technical and functional issues to resolution.
• Candidate must have good experience on SQL / PL-SQL.
• Candidate should be able to write complex SQL queries and can troubleshoot DB issues.
• Candidate should be responsible and act proactively to prevent performance issues or application crash.
• Candidate should be responsible for resolving support issue by using technical expertise and flexible enough to look for solutions that may be out of the box.
• Candidate should be able to handle ITIL Methodologies like Change, Incident, Problem, and Service Management.
• Candidate should be able to monitor the recurrent incidents, perform problem management, and upscale to the next level of support or development team when required.
• Responsible for UAT/PROD deployment & validation.
• Analyzing/documenting problems, recommending solutions, & initiating corrective action.
• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Preferred candidate profile

Technical:

• Databases: Knowledge of RDBMS, Oracle, SQL.
• Operating System: Windows, Linux/UNIX
• UNIX: Knowledge of Shell Scripting, Process Management, Memory Management, Network Management commands.
• ITIL: Good Understanding of ITIL framework, especially on Incident, Request, Problem and Change management, should have worked in ITIL process and best practices.
• Middleware: Knowledge on tomcat OR any Middleware troubleshooting and Deployment Process
• Scheduler Tools: Autosys
• Monitoring Tools: Dynatrace
• Ticketing Tools: Service Now, JIRA

Behavioral:

• Proactive with good verbal and written communication skills.
• Good analytical and problem-solving skills.
• Ability to understand and interpret complex technical issues and identify solutions, quickly and efficiently.
• Ability to prioritize workloads and manage conflicting requests on time in a continually fast-moving environment, enthusiastic to work in challenging environment.
• Effective problem-solving abilities.
• Ability to adapt to change.
• Exhibits positive interpersonal and team skills.
• Commitment to company quality standards including: issue resolution timescales, quality improvement and commitment to resolving issues correctly.
• Aptitude for learning.