Application Support Specialist

We are seeking a Tech Lead to manage and support critical Investments and Private Banking applications in Production environment. The role will ensure high availability, stability, and performance of production systems while leading a team of support engineers in a regulated banking environment. The candidate will act as a Subject Matter Expert (SME), driving incident resolution, automation, and operational excellence.

Key Responsibilities:

1 Incident & Problem Management:
o Lead resolution of P1/P2 incidents with end-to-end ownership
o Conduct detailed Root Cause Analysis (RCA) and implement preventive fixes
o Drive MTTR reduction and eliminate repeat incidents
o Manage major incident calls and stakeholder communication
2 Application Stability & Monitoring:
o Ensure 99.9%+ uptime of critical investment applications
o Proactively monitor applications using tools like App Dynamics, Grafana
o Identify and mitigate risks before production impact
3 Technical Leadership:
o Lead and mentor L1/L2 support teams (total team size 5-8 people)
o Define SOPs, runbooks, and support processes
o Improve overall support efficiency and maturity
4 Change & Release Management:
o Review and validate production deployments
o Coordinate with Dev/QA teams for smooth releases
o Ensure zero-impact deployments and rollback readiness
5 Automation & Optimization:
o Drive automation using Shell / Power Shell / Python
o Reduce manual intervention and improve reliability
o Implement SRE practices (alert tuning, self-healing)
6 Stakeholder Management:
o Act as SPOC for business, vendors, and leadership
o Provide clear and timely communication during incidents
o Ensure SLA adherence and governance

Required Skills
1 Technical:
o Strong troubleshooting skills in application support environments
o SQL (Oracle / MS SQL )
o Linux/Unix systems/.Net/Java/IIS/Windows
o Monitoring tools: ELK / Grafana
o APIs, batch processing, integrations
2 Process Knowledge:
o ITIL (Incident, Problem, Change Management)
o Dev Ops / SRE practices

3 Tools:
o Service Now
o CI/CD basics (preferably Azure Dev Ops)
o Cloud exposure (AWS preferred)
Domain Experience (Good to Have)
Investments / Wealth platforms:
Mutual Funds, Demat, and Wealth Portfolio Reporting Understanding of financial transactions and reconciliation