• 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).

Job Summary:

• 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.

Key Responsibilities / Areas of Accountability:

Incident Management

• 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.

Problem Management

• 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.

Change Management

• 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.

Customer Service

• Manage customer relationships, ensure satisfaction.
• Resolve major/complex issues in running applications.
• Participate in knowledge transfer during project handover.
• Provide proactive updates to customers.

Administrative

• Ensure compliance with CMMI standards.
• Monitor and update service deliverables daily.
• Prepare and submit reports.
• Conduct technical assessments of applicants.

Teamwork

• Consult with immediate lead for guidance, career growth, and feedback.
• Support team continuity by flexibly assisting others.
• Share knowledge during turnovers.

Learning & Development

• Expand IT/business process knowledge.
• Stay updated on technology, system changes, and best practices.
• Provide training and mentorship to Application Support and Analyst Programmers.

Other Tasks:

• Perform additional assignments as required.