Senior Application Support Analyst(.net)

Clifford Chance; Gurugram District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Clifford Chance is seeking an experienced DevOps specialist to support global end-user services. You will be the DevOps expert for service tooling, monitor operations, and work with development teams to reduce outages. Strong communication and vendor coordination are essential.

The role requires 5+ years of experience in Web/Windows/Cloud environments, familiarity with SQL Server, IIS, SharePoint, Azure, and ITIL processes. Hybrid work pattern applies, with 50% WFO in Gurgaon, India.

Qualifications

• Substantial technology experience of more than 5 years in owning support of complex applications in Web, Windows or Cloud environment.
• Should be comfortable in various SQL Server versions with at least 2016 and above
• Good Knowledge of Microsoft Windows 11 & Windows Server 2022 server platforms or above
• Sound knowledge on Web Servers: IIS 9 and above and Windows Services
• Good knowledge about IT infra such as VMs, AD, DNS proxy, Security skills – Firewalls
• Must have worked on at least one Support Ticketing tool – ServiceNow, Remedy etc.
• Good knowledge of SharePoint platform and O365
• Good knowledge of Active Directory, SQL, Azure AD, Exchange Online and office products
• Hands-on experience in writing basic PowerShell scripts for various tasks
• Troubleshoot issues related to Windows and Web Applications, SQL Server 2012/2016 and IIS/WCF services
• Good Knowledge about .NET technologies C# 4.0 or higher, MVC, WCF and related technologies
• Flexible to work in 24*5 shift model/night shifts for longer period
• Ability to handle pressure situations with strong communication
• Strong vendor and service management knowledge
• L3 troubleshooting for internal and external web apps
• Maintain and build standards and documentation for all environments
• Ensure change to applications is fully understood and planned work completed
• Provide adequate cover per SLAs across required support hours
• Handle critical P1/P2 downtime cases with composure
• Logical thinking and strong verbal/written communication
• Positive attitude and teamwork

Responsibilities

• Solve complex/medium complexity business problems using technical knowledge in the DevOps environment
• Work and support Change & Release Management to enhance applications in enterprise systems
• Implement processes to maintain production applications with controlled evaluation of downtime
• Guide to manage timely resolution or escalation of incidents; understand global/local impact and interdependencies
• Communicate impact and solutions of problems in business language
• Provide and coordinate maintenance and optimization solutions ensuring application integrity
• Complete DevOps activities on time and within SLAs
• Maintain health of supported applications in different environments
• Progress change management by deploying latest versions across environments
• QA testing of new updates before deployment to ensure bug-free updates
• Coordinate with onshore stakeholders and vendors worldwide
• Provide third-level troubleshooting for internal/external web apps
• Collaborate with IT teams (Vendor, Development, Network, Security, Desktop, Exchange, Systems) for root-cause analysis
• Support user requests via ServiceNow/Remedy ticketing system

Skills

DevOps

Incident management

Change management

PowerShell

Windows Server

IIS

Azure

ServiceNow

Remedy

Vendor management

Teamwork

Education

Bachelor's degree in Engineering

ITIL Foundation

Azure certification

Microsoft Certification

Tools

ServiceNow

Remedy

VMs

Active Directory

DNS

IIS

Azure

SharePoint

Office 365

Job description

Job Overview

You will be supporting business users across CC offices globally to get better end user experience. This role will be the expert within the DevOps team for the services and tools we utilize. You will help to maintain the service level agreements and be always available for monitoring operations tasks. You will work hand-in-hand with development teams to resolve issues. You will do continual analysis of the end-to-end services provided by us; identifying and implementing tool, automation and process improvements to increase application resiliency with the goal of avoiding or minimizing outages and impacts. You should be able to lead and execute specific activities related to application maintenance and support while working with several vendors.

Your team working skills will be required to amplify the performance in this role. Good communication skills are mandatory. The person must have the commitment to complete DevOps activities with good analyzing and innovative skills. The zeal to continuously learn new technologies, models, techniques and processes will help the incumbent to stand out from the crowd.

Job Location

Atrium Place, Sec 19 Gurgaon

Work Pattern

Monday to Friday (24*5)

Work Mode

Hybrid (50% WFO)

Who you will work with

You will work with End Users, Incident Mgt, Change Mgt, Product Mgt, DevOps Team, Desktop and Packaging team, QA team, MS Exchange team, Networks team and Systems team.

What you will be responsible for

• Solve complex/medium complexity business problems using technical knowledge in the DevOps environment
• Work and support Change & Release Management to enhance applications in enterprise systems
• Implement processes to maintain applications systems in production environment with controlled evaluation of any downtime
• Guide to manage timely resolution or escalation of incidents within the environment. Understand the global and local impact across teams to manage application interdependencies
• Must be able to communicate the impact and solutions of application/system problems in business language

What you will do

• Provide and coordinate required maintenance and optimization solutions ensuring business application integrity
• Complete DevOps activities on time and within Standard Level Agreements.
• Help and maintain the supported applications health in different environments.
• Help to progress change management by deploying the latest application versions in all supported environments.
• Get the new updates QA tested before deploying, to ensure that the users get bug free application update.
• Keep the lights on by liaising with onshore stakeholders and application vendors in different parts of the world
• Third Level troubleshooting support for internal and external web applications
• Work closely with other IT teams such as Vendor, Development, Network, Security, Desktop, Exchange and Systems to investigate for the root cause analysis.
• Support User Requests via I.T Ticketing Tracking system – ServiceNow, Remedy.

Your career experience so far

What we need :

• Substantial technology experience of more than 5 years in owning support of complex applications in Web, Windows or Cloud environment
• Should be comfortable in various SQL Server versions with at least 2016 and above
• Good Knowledge of Microsoft Windows 11 & Windows Server 2022 server platforms or above
• Sound knowledge on Web Servers: IIS 9 and above and Windows Services
• Good knowledge about IT infra such as VMs, AD, DNS proxy, Security skills – Firewalls
• Must have worked on at least one Support Ticketing tool – ServiceNow, Remedy etc.
• Good knowledge of SharePoint platform and O365
• Good knowledge of Active Directory, SQL, Azure AD, Exchange Online and office products
• Handson experience in writing basic Power shell scripts for various tasks
• Troubleshoot the issues related to Windows and Web Applications , SQL Server 2012/2016 and Services hosted in IIS/WCF
• Good Knowledge about .Net technologies C# 4.0 or higher, MVC, WCF and associated technologies
• Flexible to work in 24*5 shift model/night shifts for longer period
• Must be able to handle pressure situations, especially during P1/2 cases, with high confidence
• Possess good command over both written and verbal communication skills
• Good knowledge of vendor and service management
• L3 troubleshooting support for internal and external web applications
• Maintain & build standard and documentation for all environments.
• Ensuring that the requirement for change to applications is fully understood and that the planned work is completed
• Provision of adequate cover as defined in the SLA's over the required support hours (this may vary according to the application)
• Working on critical cases including application downtime (Priority 1 &2) situations
• Logical thinking and excellent verbal and written communication
• Exhibit positive attitude and superb teamwork attributes

Education & Experience

• Requires Bachelors in Engineering Degree or equivalent, and strong relevant professional experience
• ITIL Foundation certified will be preferred
• Any Azure certification will be preferred
• A relevant Microsoft Certification will be an added advantage