Application Support

Key Responsibilities

- Incident Management (Primary Responsibility).
- Investigate and resolve applicationrelated incidents, including: Application errors.
- Batch / job failures
- Service stop/start issues
- Import/export and archive failures
- Respond to alerts generated via Dynatrace (synthetic and infrastructuretriggered) and validate whether the issue is applicationspecific.
- Execute approved recovery steps such as application/service restarts, configuration validations, and dependency checks.
- Ensure timely updates, proper documentation, and accurate closure of incidents in the ITSM tool.
- Monitoring & Alert Handling

Analyze Dynatrace alerts related to:

- Synthetic monitoring failures
- Application availability degradation
- Backend service dependency failures
- Work with NOC to distinguish application issues vs infrastructure/network issues.
- Reduce repeat incidents by identifying alert patterns and contributing factors.
- Service Requests
- Fulfill applicationrelated service requests, such as:
- Production support requests
- Application configuration changes
- Access validation coordination (with Directory Services)
- Coordinate with business and upstream teams to ensure completeness and SLA adherence.
- Change & Release Support
- Participate in application change windows and vendor releases (e.g., scheduled maintenance, patching, version updates).
- Perform prechange and postchange validation to ensure application health.
- Assist in rollback or recovery actions if postchange issues are detected.
- Support Network Engineering and Infrastructure teams during firewall or storage changes that impact application connectivity.




- Collaboration & Escalation

Work closely with:

- DBA Operations for database job failures and data issues
- Infrastructure/Backup for storage or backup dependencies
- Network Engineering for connectivity or firewallrelated issues
- NOC for initial triage and monitoring alignment
- Escalate complex issues to L3 teams or vendors with sufficient diagnostics and evidence.
- Documentation & Continuous Improvement
- Maintain application runbooks, SOPs, and validation checklists.
- Participate in root cause analysis (RCA) and postincident reviews.
- Identify opportunities to improve stability, monitoring accuracy, and operational readiness.

Technologies & Tools

- Dynatrace (Synthetic Monitoring, Application health, alerts)
- Windows Services and scheduled jobs
- Application support in production environments
- ITSM tools (ServiceNow preferred)
- Log analysis and troubleshooting tools Positive to Have
- Exposure to SQL Server (for coordination with DBA teams)
- Understanding of application dependencies on storage (NAS paths, backups)
- Experience supporting vendorhosted or thirdparty applications
- Familiarity with release and change management processes Skill Level Required
- L2 Application Support
- Independently resolve standard application incidents and request
- Execute runbooks and participate in change activities
- L3 exposure preferred
- Advanced troubleshooting
- RCA ownership
- Vendor coordination and problem management
- Applications Supported
- ImageCenter, Synergy, Argo, Vision, Zelle, MySynovus and many more

Performance Monitoring,Application Monitoring,Change Management,Incident Management,Application Support,Banking Software,Dynatrace,SQL

📌 SENIOR ENGINEER - Performance Monitoring (Bengaluru)
🏢 Happiest Minds Technologies
📍 Bengaluru