Provide advanced technical support for complex application issues, ensuring prompt resolution and minimal disruption to business operationsAnalyze and diagnose both functional and technical issues in supported applications, taking complete ownership of problems until resolutionManage incident and service requests, ensuring adherence to agreed service level agreements (SLAs)Conduct root cause analysis on incidents and document findings for future reference and improvementCollaborate with cross-functional teams to address and resolve application issues and improve overall system performanceDevelop and maintain technical documentation, including user guides and troubleshooting guides, to assist the support team and usersPerform regular software updates, patches, and maintenance activities on production applications to ensure optimal functionalityProvide training and support to junior team members and other staff, enhancing their technical capabilitiesActively monitor application performance and availability, implementing proactive measures to ensure high uptimeParticipate in on-call support rotation as required, responding to urgent operational issuesRequirementsBachelor's degree in Computer Science, Information Technology, or a related field4+ years of experience in application support or a related role, with a proven track record in a senior/lead positionStrong understanding of application architectures, databases, and integration methodologiesProficient in troubleshooting complex technical issues, particularly in enterprise applicationsStrong Experience with relational databases (e.g., Oracle, SQL Server) and familiarity with SQL queryingHands-on experience with IIS (Internet Information Services) and application management. - Practical knowledge of cloud platforms (Azure or AWS) and their application deployment/managementSolid understanding of ticket handling processes and managing support workflowsExcellent analytical and problem-solving skills, able to work under pressure and manage multiple prioritiesStrong communication skills, with the ability to convey complex technical information in a clear and concise mannerExperience with ITIL or other service management frameworks is desirableExperience with automation tools or scripting languages (e.g., PowerShell, Python). - Familiar with .net application and ability to debug in the source codAbility to work collaboratively in a team-oriented environmentWillingness to participate in ongoing training and professional development opportunities