Application Support SME

Responsibilities

• Perform capacity planning and study volumetrics/traffic patterns to identify system issues
• Handle all escalations for issues not resolved by L2 support
• Lead Sev1/Sev2 issue resolution, including RCA identification and log extraction
• Manage application defects and review closure status with platform leads
• Configure and optimize monitoring alerts and notifications
• Review changes to assess end-to-end impact on production stability
• Support project activities including upgrades, migrations, and new product implementations
• Lead functional, regression, performance, and stress testing
• Create technical documentation, runbooks, and Standard Operating Procedures
• Address application security concerns and InfoSec observations

Requirements

• Minimum 6 years of experience in Application Support, Technology Support, DevOps, or CloudOps
• 2 to 3 years of experience as an L2/L3 support engineer managing applications
• Hands-on experience with Unix Commands, Shell Scripting, PL/SQL, and NoSQL
• Proficiency in Java and Python
• Experience with observability tools such as ELK, Kibana, Grafana, AppD, or Splunk
• Expertise in analyzing logs, thread dumps, heap dumps, and GCs
• Domain knowledge in E-commerce, Retail, Consumer Goods, or Supply Chain
• Ability to work in a 24/7 support environment
• Strong written and verbal communication skills

Preferred Qualifications

• Knowledge of SAP Hybris, IBM Sterling, Magento Commerce, or SAP
• ITIL foundation certification
• Understanding of microservices architecture
• Working knowledge of Docker, Kubernetes, and Cloud platforms