Tier 3 Application Support Analyst

JobDiva, Inc.; Atlanta (GA); Hybrid; USD 39,000 - 44,000; Full time

Job summary

NTT DATA is seeking a Tier 3 Application Support Analyst in Atlanta, GA to provide advanced engineering support for complex applications and integrations. The role involves detailed RCA, cross-functional collaboration across Engineering, DevOps, and Product, and creating runbooks and knowledge articles to improve stability and incident response.

The position is Hybrid/Onsite in Atlanta, with an initial 2-month duration that may renew through 2027.

Qualifications

• Bachelor's degree or equivalent practical work experience.
• 3+ years in software engineering, application support, or production support.
• Experience troubleshooting enterprise applications in distributed environments.
• Strong incident, problem, and change-management understanding.
• Excellent written communication and cross-functional collaboration skills.

Responsibilities

• Provide Tier 3 engineering support for complex applications, integrations, and production issues across platforms.
• Investigate and troubleshoot complex production issues with root cause analysis.
• Coordinate with Application Support, Engineering, DevOps, Product and partners to drive timely resolution.
• Document findings, ownership, decisions, actions, and status in tracking systems.
• Participate in release validation and operational-readiness activities as needed.
• Develop runbooks, knowledge articles, and troubleshooting guides.

Skills

Troubleshooting complex apps

Incident management

Cross-functional collaboration

Root cause analysis

Documentation

Production support

Education

Bachelor's degree in CS/IT/Engineering

Tools

Splunk

AppDynamics

ELK

Datadog

Jira

ServiceNow

Linux

Release management

Job description

Tier 3 Application Support Analyst -26-02417

Hybrid/Onsite in Atlanta, GA

Duration - Initially 2Mths / Renewed thru 2027

W2 or C2C

MAX Pay Rate is $32/hr

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization,

NTT DATA's Client is currently seeking a Tier 3 Application Support Analyst to join their team in Atlanta, Georgia (US-GA), United States (US).

Primary Focus: Tier 3 Engineering Support

Experience Required: Minimum 3+ years; preferred range 3–5 years

Day-to-Day Job Duties

• Provide Tier 3 engineering support for complex application, integration, and production issues across EPG payment platforms.
• Investigate and troubleshoot complex application, integration, transaction-processing, and production-support issues.
• Perform detailed root cause analysis (RCA) using application logs, transaction data, system diagnostics, source code, and application/configuration information.
• Analyze and validate suspected software defects and coordinate handoff to the appropriate engineering team for remediation.

Determine whether production issues are caused by:

• Application defects
• Configuration issues
• System integrations
• Infrastructure dependencies
• Data-quality issues
• Third-party systems
• Operational processes
• Coordinate complex technical investigations across Application Support, Engineering, DevOps, Product, and other partner teams to establish ownership and drive timely resolution.
• Provide technical guidance, temporary workarounds, mitigation strategies, and recommendations for customer-impacting and production issues.
• Document technical findings, issue ownership, root causes, decisions, actions, and status updates in approved tracking and incident-management systems.
• Participate in release validation and operational-readiness activities where application or platform expertise is required.
• Analyze recurring production and application issues to identify opportunities for permanent remediation and service improvement.
• Develop and maintain runbooks, knowledge articles, troubleshooting guides, and operational documentation.
• Contribute to technical training, knowledge sharing, automation, and process-improvement initiatives across support and engineering teams.
• Work collaboratively with engineering and operations teams to improve application stability, supportability, and production reliability.

Basic Qualifications

• Minimum 3+ years of experience in software engineering, application support, production support, application operations, or a closely related technical discipline.
• Demonstrated experience troubleshooting enterprise applications in distributed environments.
• Strong experience investigating application and production issues using logs, transaction data, diagnostics, configuration information, and other technical artifacts.
• Understanding of incident management, problem management, and change-management practices.
• Strong analytical and structured problem-solving capability, with the ability to isolate complex issues and determine appropriate ownership.
• Strong written communication skills with the ability to clearly document technical findings, incident status, root causes, and resolution actions.
• Demonstrated ability to collaborate effectively across Application Support, Engineering, DevOps, Product, infrastructure, and other cross-functional teams.
• Ability to operate effectively in customer- and service-focused production environments where timely incident resolution and accurate communication are critical.

Travel

• Travel as required based on project, business, and client needs.

Degree

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical work experience.

Nice to Have (But Not a Must)

• Experience with code-level troubleshooting and software-defect analysis.
• Working knowledge of relational databases and SQL, including the ability to analyze application and transactional data during troubleshooting.
• Knowledge of APIs, web services, and system integrations used within distributed enterprise environments.
• Familiarity with Java or another object-oriented programming language.

Experience using monitoring and observability tools such as:

• Splunk
• AppDynamics
• ELK
• Datadog
• Similar enterprise monitoring platforms
• Familiarity with Jira and ServiceNow for incident, defect, problem, or work-item tracking.
• Working knowledge of Linux environments and related application-support activities.
• Familiarity with release-management and production-deployment processes.
• Experience supporting payment processing, financial-services, or transaction-based platforms.
• Experience contributing to runbooks, knowledge management, training, automation, and continuous-improvement initiatives.
• Key Competencies
• Technical troubleshooting and analysis
• Root cause analysis
• Production and incident support
• Cross-functional collaboration
• Incident, problem, and change management
• Defect identification and escalation
• Documentation and knowledge sharing
• Operational readiness
• Continuous improvement
• Customer and service focus

About NTT DATA:

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this role is $25 to $32. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please. If you'd like more information on your EEO rights under the law, please. For Pay Transparency information, please.