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
As a GSS Senior Application Associate, you'll deliver Level 1 and Level 1.5 production support for our EDM Product Suite (EDM, EDMW and EDM Insights), working within a 24x7x365 global operations team that supports business-critical client environments across every region.
As a senior member of the team,
you'll act as the go-to technical authority — resolving complex incidents, mentoring colleagues, and keeping our clients' production environments reliable and running to SLA.
Job Responsibilities
* Provide Level 1 and Level 1.5 application support for the EDM Product Suite, troubleshooting processing, workflow and service issues to resolution within SLA
* Act as the senior technical escalation point for complex incidents, leading root cause analysis and driving permanent fixes
* Monitor production environments and infrastructure — including AWS, Windows Server and IIS — proactively identifying and resolving issues before they impact clients
* Mentor and coach team members, sharing technical knowledge and maintaining documentation, runbooks and support processes
* Provide technical leadership during production releases, deployments and disaster recovery activities, ensuring readiness across rotational 24x7 shifts