Role – Application Production Support
Location – Phoenix, AZ (Onsite)
Job Type – 12+ Months Contract
Job Description:
• Serve as the primary L2 support resource for production applications and platforms.
• Investigate, troubleshoot, and resolve application, integration, API, file-processing, and infrastructure-related incidents.
• Perform root cause analysis and coordinate with engineering teams for permanent solutions.
• Own incident resolution activities and ensure timely escalations to L3 teams when required.
• Participate in on-call support rotations and critical incident response activities.
• Monitor application health, alerts, dashboards, and operational metrics.Operational Excellence.
• Execute recovery procedures, data validation, and reconciliation activities during incidents.
• Perform trend analysis to identify recurring issues and recommend process improvements.
• Support release validation, production deployments, and post-deployment verification activities.
• Document known issues, workarounds, recovery procedures, and support processes.
• Facilitate knowledge transfer sessions with engineering, operations, and support teams.Communication & Stakeholder Management.
• Provide clear, concise, and timely updates during incidents and service disruptions.
• Coordinate across business teams, operations, vendors, infrastructure teams, and engineering teams.
• Lead bridge calls and incident communications when required.
• Translate technical issues into business-friendly language for non-technical stakeholders.Organization & Process Management.
• Effectively manage multiple incidents, service requests, tasks, and competing priorities.
• Maintain accurate support records, ticket updates, and resolution documentation.
• Track and report support metrics including incident volume, SLA adherence, recurring issues, and resolution trends.
• Drive continuous improvement initiatives to enhance support efficiency and service quality.
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Vishnu Gautam | Technical Recruiter Tel: +1 630 536 8202 Ext. 5576 Dir: +1 630 937 0276 linkedin.com/in/vishnu-gautam-5941601b3 Over 23 Years of Innovation and Excellence in Delivery of IT Services USA | India | Canada | UK | UAE | Mexico |
