What are the responsibilities and job description for the Application Support Analyst position at Serigor Inc?
Job Title: Application Support Analyst (Hybrid)
Location: Dulles, VA
Duration: 06 Months
Job Description:
The Position is responsible for providing Tier 2 (L2) application support services across the Client IT hybrid application ecosystem, including AWS-hosted custom applications, SaaS platforms, COTS products, and on-premises applications.
The Candidate must have strong experience in application troubleshooting, incident management, API/integration support, and multi-system diagnostics. The role focuses on ensuring application stability by resolving complex issues, performing root cause analysis, and coordinating with Tier 3 teams and vendors.
Duties and Role:
- Incident Management & Troubleshooting:
- Investigate and resolve escalated incidents from Tier 1 support within defined SLA/OLA targets.
- Perform deep-dive troubleshooting of application issues, including functional defects, failures, and performance concerns.
- Analyze application logs, error messages, and system behavior to identify root causes.
- Provide temporary workarounds and permanent fixes where applicable.
- Application Support (Hybrid Landscape):
- Support AWS-hosted applications, SaaS platforms, COTS products, and on-premises applications.
- Troubleshoot application failures, batch job issues, and system functionality gaps.
- Ensure smooth operation of business-critical applications across environments.
- API & Integration Support:
- Diagnose and troubleshoot REST/SOAP API failures and integration issues.
- Analyze JSON/XML payloads and validate data exchange between systems.
- Support integration workflows, data pipelines, and interdependent applications.
- Monitoring & Alert Management:
- Monitor application performance using tools such as Datadog, CloudWatch or like tools.
- Respond to alerts and proactively identify potential issues before business impact.
- Perform health checks and ensure application availability and performance.
- Escalation & Vendor Coordination:
- Escalate complex issues to Tier 3 engineering teams and application vendors.
- Provide detailed escalation artifacts including logs, error details, and reproduction steps.
- Track and manage escalations through to resolution while maintaining ownership.
- Service Request Management:
- Handle service requests including user access, configuration updates, and data corrections.
- Execute operational tasks following defined runbooks and standard procedures.
- Documentation & Knowledge Management:
- Create and maintain knowledge base articles, SOPs, and troubleshooting guides.
- Document known issues, solutions, and workarounds for reuse.
- Continuously enhance documentation for improved operational efficiency.
- Continuous Improvement & Problem Management:
- Identify recurring issues and contribute to problem management initiatives.
- Participate in post-incident reviews (PIR) and recommend corrective actions.
- Propose improvements to enhance application stability and support processes.
- Collaboration & Operational Support:
- Work closely with Tier 1 support, Tier 3 engineering teams, and vendors.
- Provide technical support and guidance for application-related issues.
- Ensure alignment with ITIL-based incident, problem, and change management processes.
- Performs Other Duties as Assigned.
Required Skills and Experience:
- Strong experience in Tier 2 / L2 Application Support
- Experience supporting hybrid environments (AWS, SaaS, COTS, on-prem)
- Proficiency in:
- SQL querying and data troubleshooting
- API troubleshooting (REST/SOAP)
- Log analysis and monitoring tools
- Familiarity with enterprise monitoring platforms (Datadog)
- Experience working with ticketing tools (ServiceNow, Jira)
- Knowledge of ITIL processes.