Job Summary

The Global Shared Support (GSS) team is a 24x7x365 global operations team responsible for providing Level 1 and Level 1.5 application support for the EDM Product Suite, including EDM, EDMW, and EDM Insights. The Bangalore GSS team serves as the strategic first line of support for hosted and on-premise client environments, ensuring seamless production operations across multiple global regions. The team supports business-critical production environments through proactive monitoring, incident management, service restoration, client communication, and operational excellence.

The role requires working in a rotational 24x7 support model to provide continuous support across global time zones, including coverage during UK and US holidays.

Job Purpose

The GSS Associate Product Support is responsible for delivering Level 1 and Level 1.5 production support for the EDM Product Suite (EDM, EDMW and EDM Insights), focusing on incident management, infrastructure monitoring, client support and operational activities while maintaining agreed Service Level Agreements (SLAs).

Job Responsibilities

- Provide Level 1 and Level 1.5 Application Support for the EDM Product Suite (EDM, EDMW and EDM Insights), including business-critical processing such as file ingestion, data processing, scheduled jobs, workflows and batch executions.
- Investigate and resolve application processing failures, service interruptions, configuration issues and workflow exceptions, analysing logs and system events to identify root causes and restore services within agreed SLAs.
- Perform validation of incoming files, processing status, application queues and downstream integrations; monitor and restart application services and carry out first-line troubleshooting using established runbooks.




- Identify and escalate application defects, product issues and recurring incidents to the Service Delivery Manager and Level 2 teams.
- Support client implementations, migrations, upgrades and production deployments from an application support perspective.
- Maintain high service availability by proactively identifying processing bottlenecks and recommending operational improvements.
- Participate in Root Cause Analysis (RCA), Problem Management and continuous service improvement initiatives.
- Monitor production environments, application servers and hosted client infrastructure, including AWS CloudWatch alarms, server health, CPU, memory, disk space, network connectivity and application availability.
- Monitor scheduled jobs, background services, Windows Services, IIS application pools and application health dashboards.
- Execute Business Continuity (BCP) and Disaster Recovery (DR) activities, and support infrastructure-related incidents in collaboration with Cloud Operations and Infrastructure teams.
- Record, classify and manage incidents following ITIL best practices, prioritising based on business impact and urgency, and meeting agreed SLAs for response, resolution and client communication.
- Coordinate Major Incident activities and stakeholder communications, preparing incident timelines, RCAs and post-incident documentation.




- Maintain and enhance Knowledge Base documentation and runbooks, share knowledge across the GSS team, participate in training, and act as first point of contact for production-related issues providing timely.

Job Requirements

- Bachelors degree in any discipline (no active backlogs).
- 2-3 years of experience in Application Support, Production Support, Technical Support or Product Support.
- SQL (basic to intermediate) and hands-on experience with Windows Server (2012/2016/2019).
- AWS fundamentals and log analysis skills, including working knowledge of EC2, RDS, Route 53, Security Groups and Availability Zones.
- Understanding of SLA, Incident Management, Problem Management, Change Management and ITIL Foundation concepts.
- Networking fundamentals, Microsoft IIS and Business Continuity Planning (BCP).
- Experience troubleshooting file processing, service and scheduled job failures, workflow exceptions, data loading and configuration issues.
- Strong troubleshooting, analytical and communication skills, with the ability to learn recent technologies rapidly.
- Willingness to work rotational 24x7 shifts, including UK and US holiday coverage.

Desirable Skills

- Experience supporting Financial Services applications in a production support environment.
- Knowledge of hosted client environments and understanding of SaaS applications.
- Exposure to monitoring platforms and operational dashboards.
- Prior experience working within a global, 24x7 shared support organisation.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 GSS Associate Product Support (Bengaluru)
🏢 Gresham Technologies
📍 Bengaluru