
L3 Application Support
2 days ago
Qualifications
- Bachelor’s/College Degree in Computer Science, Computer Engineering, IT, or related field
- Other degrees acceptable with extensive relevant experience
- 3+ years in computer programming, analysis, troubleshooting applications
- 1+ year in Level 2 Application Support
- Experience in Incident, Problem & Change Management
- Familiarity with business domain processes (preferred)
- Knowledge of multiple programming languages
- Full stack expertise (mandatory)
- Strong .NET experience (mandatory).
- Final level of application support
- Performs deep analysis, troubleshooting, code and data modification in production systems
- Ensures SLA compliance
- Follows SOPs in system support
- Provides continuous service improvements
- Leads projects including task definition, deliverables, scheduling resources
- Direct customer communication for support requirements
- Serves as last escalation point for application support.
- Receive incidents from L2 support, analyze, and resolve.
- Perform deep investigation, diagnose faults, link to known errors.
- Consult with immediate superior and consider business processes.
- Handle P1 incidents with urgency, provide root cause/workaround.
- Available after hours for priority incidents.
- Communicate directly with end customers for additional information.
- Contribute to knowledge base for process improvement.
- Identify, report, and document potential problems.
- Analyze and investigate root cause, propose corrective or preventive actions.
- Consult and collaborate with superior.
- Document RCA, workarounds, solutions.
- Implement corrective actions, validate resolution, avoid new issues.
- Provide updates to Problem Manager and leadership.
- Identify need for change requests from incidents/problems.
- Analyze business processes, clarify requirements.
- Evaluate feasibility, compatibility, dependencies.
- Consult with superior and/or end users.
- Follow best practices in project execution.
- Translate requirements into coding instructions.
- Code programs, perform unit testing per standards.
- Manage customer relationships, ensure satisfaction.
- Resolve major/complex issues in running applications.
- Participate in knowledge transfer during project handover.
- Provide proactive updates to customers.
- Ensure compliance with CMMI standards.
- Monitor and update service deliverables daily.
- Prepare and submit reports.
- Conduct technical assessments of applicants.
- Consult with immediate lead for guidance, career growth, and feedback.
- Support team continuity by flexibly assisting others.
- Share knowledge during turnovers.
- Expand IT/business process knowledge.
- Stay updated on technology, system changes, and best practices.
- Provide training and mentorship to Application Support and Analyst Programmers.
- Perform additional assignments as required.
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