Role & responsibilities

- Monitor application and system health using appropriate tools and dashboards.
- Provide L1/L2 support for applications developed with in Mercuria.
- Investigate, diagnose, and resolve incidents and service requests within SLA.
- Handle and manage support tickets via tools like JIRA and ServiceNow.
- Coordinate with development teams for bug fixes and enhancements.
- Support deployment and release management activities across multiple environments.
- Perform root cause analysis (RCA) and post-incident reviews to improve system resilience.
- Maintain support documentation and contribute to knowledge base articles.
- Participate in an on-call rotation for after-hours support.
- Improve the day to day process to automate as much manual work as possible.
- Communicate with clients/vendors as required: inform/chase for incident progress, notify them of impending changes or agreed outages
- Good organizational skills in managing issues, projects and communicating to the stake holders.
- Fast turnaround of client requests
- Log and prioritize tickets in ServiceNow.
- Improve client service, perception, and satisfaction.

Preferred candidate profile

Technical Skills

- 2-5 years of experience in application or production support roles.
- Strong understanding of Java/J2EE applications and troubleshooting JVM-related issues.
- Working knowledge of commodity markets and trade life cycle (Physical & derivative products) is an advantage.
- Familiarity with Apache Kafka topic monitoring, consumer/producer debugging, log management, Denodo and data virtualization concepts.




- Hands-on with monitoring/logging tools like Splunk, Grafana, Kibana, Prometheus, etc.
- Proficiency with Unix/Linux, shell scripting, and SQL.
- Must have strong knowledge of Microsoft SQL Server programming skills to adapt queries and stored procedures.
- Good knowledge in any of the programming languages like C/ C++/ Java/.Net
- Knowledge of databases like MSSQL/ MySQL/ Oracle
- Working experience of source control systems like Git, automation platforms like Ansible.
- Experience with data visualization tools like Tableau, Power BI, Qliketc.,
- Familiarity with CI/CD tools and release management practices.
- Exposure to cloud platforms (AWS, Azure, GCP).
- Knowledge of containerization tools (Docker, Kubernetes).

Experience with ITIL processes (incident, problem, change management). Non-technical Skills

- Fluent in English
- Excellent communication skills to interact with various stakeholders both internal and external.
- Ability to work under pressure and manage/prioritize multiple requests/projects independently.
- Analytical and critical thinking with ability to solve complex issues.
- Adapt to changes quickly and communicate effectively.
- Motivated and willing to learn and work on different systems 3rd party and in-house developed
- Able to support team members in different geographical regions.
- Self-starter and willing to work independently with minimal supervision
- Enthusiastic about doing new things and learning current technologies
- The ability to communicate complex procedures to other colleagues
- Attention to detail and desire to probe further into data

📌 Application Support Analyst, Internal Apps Wadala (Mumbai)
🏢 Tata International
📍 Mumbai