Apps analyst

Brief Description

The position is responsible for providing Tier 2 (L2) application support services across the MWAA IT hybrid application ecosystem, including AWS-hosted custom applications, SaaS platforms, COTS products, and on-premises applications.

The position is responsible for providing Tier 2 (L2) application support services across the MWAA 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.

• 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.

• 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.

• 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.

• Monitor application performance using tools such as Datadog, Cloud Watch or like tools.
• Respond to alerts and proactively identify potential issues before business impact.
• Perform health checks and ensure application availability and performance.

• 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.

• Handle service requests including user access, configuration updates, and data corrections.
• Execute operational tasks following defined runbooks and standard procedures.

• 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.

• 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.

• 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.

• Strong experience in Tier 2 / L2 Application Support.
• Experience supporting hybrid environments (AWS, SaaS, COTS, on-prem).

• 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 (Service Now, Jira).
• Knowledge of ITIL processes.