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APPLICATION SUPPORT ENGINEER RESUME EXAMPLE
Updated: July 26, 2024 - The Application Support Engineer ensures the constant availability of live business communication applications for internal users and external customers. They prioritize incidents, implement appropriate actions for resolution, and facilitate post-incident recovery. Collaborating with development teams, they identify process improvements and contribute to platform enhancements using a combination of scripting and coding changes.
Tips for Application Support Engineer Skills and Responsibilities on a Resume
2. Application Support Engineer, Texas Instruments Incorporated, Dallas, TX
Job Summary: Own and bring to conclusion escalations by working across multiple teams such as support, infrastructure, engineering and operations in a Java-based, web Environment. Develops operational procedures and adopts standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close) Assists in representing Production Support to the organization ensuring that high-availability Identifying customer-facing issues is included in the development or deployment of new products and services Works with Architecture, Development and Systems Engineering teams to develop innovative solutions to attain high availability, scalability, and reliability Logs incidents within the Incident Tracking System [Service Desk], clearly documenting symptoms and identifies root cause and provide/recommend solutions. Logs searching using Log Stash, impact management, root cause analysis, and reports findings to Management and customers Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management Acts as incident owner, escalates to other support groups and follows the status of the incident until it has been confirmed to be resolved Works closely with technical support, engineers, customers, and other groups to narrow investigative efforts and resolve incidents Maintains critical documentation assets, such as customer contact lists, escalation procedures, scheduled job inventories, and operational cookbooks Skills on Resume: Cross-functional Collaboration (Soft Skills) Operational Procedure Development (Hard Skills) Representation Skills (Soft Skills) Problem-solving and Innovation (Hard Skills) Log Analysis (Hard Skills) Execution of Processes (Hard Skills) Documentation Management (Soft Skills) 3. Application Support Engineer, T-Mobile US Inc., Bellevue, WA
Job Summary: Provides F5 customers and partners with a consistently outstanding support experience Proactively and effectively communicates status, plan of action, and resolution of issues Provides Level 1 to Level 3 technical support to remotely troubleshoot and resolve issues on F5 hardware and software products Manages multiple cases and prioritizes based upon customer and business needs Effectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communication Maintains high schedule adherence (work hours and on-phone time) Participates in ongoing training with F5 products and related technologies Responsible for upholding F5s Business Code of Ethics and for promptly reporting violations of the Code or other company policies. Pre-release load, stress, and failure testing in pre-production environment Backs office developer and pm tools implementation, integration, and support Assists in the automation of customer ops tasks and ensures their requirements with outward-facing customers are completed in a timely fashion (order reconciliation) Skills on Resume: Technical Support Expertise (Hard Skills) Communication Skills (Soft Skills) Case Management (Hard Skills) Schedule Adherence (Soft Skills) Ethical Conduct (Soft Skills) Testing and Automation (Hard Skills) 4. Application Support Engineer, General Electric Company, Boston, MA
Job Summary: Maintain monitoring tools and alerting mechanisms to facilitate 24/7 support Investigate, own and resolve incidents, understanding of SSL certs, Key Stores. Undertake and plan installation, configuration, patching and preventative maintenance of customers' systems Troubleshoot applications, perform code analysis, bug identification and fixes, ready for deployment. Perform root cause analysis and event correlation making recommendations Perform key tasks to hot-fix and enhance deployments to production and non-production environments. Implements after-hours call facilitation, coordination and communications during critical outage situations Setup and Develop monitoring for both technical and functional calls, infrastructure level and container level monitoring. Coordinate and execute production releases. Serve as the first point of contact for inbound support requests via web, e-mail and phone. Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff Skills on Resume: Monitoring Tools (Hard Skills) System Configuration (Hard Skills) Application Troubleshooting (Hard Skills) Root Cause Analysis (Hard Skills) Deployment Management (Hard Skills) Monitoring Development (Hard Skills) Job Summary: Assures intake, analysis, follow up or escalation of support requests, in line with DN MandS processes. Identifies, records and classifies problems of low complexity and impact, investigates and diagnoses identified problems to propose changes for resolution of the problem. Detects, records and classifies incidents and initial support, investigation and diagnosis Resole and recover, incident closure, and incident ownership, monitoring, tracking and communication. Assists in the formulation and testing of resolutions to incidents, in close collaboration with experienced support engineer. Integrates up-dates, fixes and change requests of minor complexity in the customer's environment and escalates more complex issues to experienced support engineer. Documents own tickets and contributes to the preparation of technical documents, FAQs and release notes. Contributes to the analysis of root causes and change recommendations under supervision of more experienced support engineer. Absorbs lessons learned in order to further develop his/ her know-how. Maintain current functional and technical knowledge of the entire product line Manage and drive competing requests across simultaneous client engagements Skills on Resume: Technical Troubleshooting (Hard Skills) Problem Identification and Classification (Hard Skills) Collaboration and Communication (Soft Skills) Documentation and Knowledge Sharing (Soft Skills) Change Management (Hard Skills) Root Cause Analysis (Hard Skills) 6. Application Support Engineer, Verizon Communications Inc., New York, NY
Job Summary: Daily monitoring and alert responses, correct diagnosis, prioritize and independently address issues in a timely manner, documentation, Incident and Service tickets Following a Change Request from creation to completion, providing review, detail validation and execution of all tasks Tuning and upgrading the application stack to improve stability and uptime Root cause analysis on recurring issues, handover testing and root cause analysis Perform trend analysis and suggest improvements Log analysis and error resolution, tuning of platform monitoring Provide support on a rotating weekly shift and outside of regular 8-5 business hours Timely completion and maintenance of runbooks, and operational and other solution documentation. Familiarity with day-to-day use of monitoring/alerting systems Provide clear and constructive product feedback to product management based on customer requirements Help to document best practices in developing and deploying solutions Skills on Resume: Troubleshooting (Hard Skills) Documentation (Hard Skills) Change Management (Hard Skills) System Upgrading (Hard Skills) Root Cause Analysis (Hard Skills) Data Analysis (Hard Skills) Log Analysis (Hard Skills) Shift Work Availability (Soft Skills) 7. Application Support Engineer, Oracle Corporation, Reston, VA
Job Summary: Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments Debug software defects escalated through the field Build and maintain a library of technical documentation designed to help accelerate issue resolution Participate in client calls and explain Root causes to technical as well as business audiences with appropriate detail as necessary Manage workload and prioritize tasks according to severity and impact Manager tasks and tickets and keep a keen eye on things that look to repeat - and solve those with out of the box solutions Proactively prevent issues that could have a negative impact on customers Participate in an on-call rotation to ensure 24/7 coverage Coordination and implementation of maintenance tasks in the production environment Ensuring good communication to key stakeholders throughout Skills on Resume: Technical Troubleshooting (Hard Skills) Software Debugging (Hard Skills) Documentation Management (Hard Skills) Software Deployment (Hard Skills) Communication Skills (Soft Skills) Task Prioritization and Management (Soft Skills) Problem-Solving (Soft Skills) Proactive Issue Prevention (Soft Skills) 8. Application Support Engineer, Siemens Corporation, Washington, DC
Job Summary: Provide support for Live business communication applications, ensuring that they are available at all times to support business users and external customers. Support the team with technical expertise, product knowledge and personal development. Prioritise and investigate incidents before determining appropriate actions to take. Facilitate recovery, following resolution of incidents. Making modifications to application data, changing application code, developing workarounds/tactical fixes Changing operating procedures, escalating to internal supporting teams or 3rd party vendors. Develop constructive relationships with development teams to ensure relevant solutions are appropriate, requiring minimal ongoing support. Identify and champion potential improvements to processes, ensuring risk controls and change processes are adhered to. Be involved during PI planning, including offering suggestions on ways to tackle the problem statement Working on improvement items to the platform using combination of Linux scripts, SQL scripts and Java coding changes Skills on Resume: Technical Expertise (Hard Skills) Problem-solving Skills (Soft Skills) Communication Skills (Soft Skills) Adaptability (Soft Skills) Change Management (Hard Skills) Analytical Thinking (Soft Skills) Continuous Learning and Development (Soft Skills) 9. Cyber Application Support Engineer, Uber Technologies Inc., San Francisco, CA
Job Summary: Working in an environment with cross-functional scrum teams Implementing new security technologies and controls across the bank Using a broad range of technical skills to solve problems Collecting, analyzing and managing data to inform decision making Contributing to solution design, build and operationalisation Interfacing with technical teams to implement security solutions Helping teams adopt and adhere to a DevOps culture Constantly learning and developing skills Participating in testing SRE improvements from other team members Supporting team members while they test SRE improvements Take an active role in knowledge transfer sessions Skills on Resume: Cross-functional Collaboration (Soft Skills) Security Technology Implementation (Hard Skills) Technical Problem-Solving (Hard Skills) Data Management and Analysis (Hard Skills) Solution Design and Operationalization (Hard Skills) Technical Interfacing (Soft Skills) DevOps Culture Advocacy (Soft Skills) Continuous Learning and Development (Soft Skills) 10. Application Support Engineer, Zillow Group, Seattle, WA
Job Summary: Support and maintain internal and customer facing applications. Work on continuous improvement projects and defect fixes. Monitoring and resolving application related incidents, feeding into incident and problem management processes. Providing data and statistical reports to stakeholders both technical and non-technical. Ensuring good engineering practices and knowledge sharing within team Work with the entire organization, interacting with software, machine learning and product teams Research and troubleshoot of platform difficulties Help to improve the stability of internal software and tools Establish process standardization within own software, providing a better experience for teams and clients Initial screening of platform issues to recommend solutions, required steps and trade-offs. Skills on Resume: Application Support and Maintenance (Hard Skills) Reporting and Communication (Soft Skills) Cross-Functional Collaboration (Soft Skills) Research and Troubleshooting (Hard Skills) 11. Application Support Engineer, Adobe Inc., San Jose, CA
Job Summary: Work collaboratively with application support team members to analyze and resolve complex problems in customer implementations Contribute to lessons learned from support issues for future enhancements to Split Limit Studios products Dig deep into the Java code to understand why a particular problem is occurring for a particular customer Write and execute SQL database queries Make changes to customers data, incident Management Day-to-day infrastructure administration and operations: troubleshooting, problem-solving, root cause analysis supporting the various team members as well as clients Assist with the deployment, upgrading and monitoring of services Creating and maintaining technical documentation Finding and mitigating performance bottlenecks Weekend planned infrastructure maintenance work Out-of-hours availability for incidents and urgent issues Skills on Resume: SQL Database Management (Hard Skills) Infrastructure Administration and Operations (Hard Skills) Deployment and Monitoring (Hard Skills) Technical Documentation (Hard Skills) Performance Optimization (Hard Skills) Availability and Flexibility (Soft Skills) 12. Application Support Engineer, Slack Technologies, San Francisco, CA
Job Summary: Supporting common user issues Windows OS, Office 365, etc. Tier 3 escalations related to end user computing issues. Work on integrating those companies and their end users into their environment Application upgrades work with vendors, testing new SW prior to deployments Participate or lead other projects related to end user commuting as they come up Support and assist enterprise end-users with production issues, inquiries, and requests raised through Incident Management system Provide IMS Traditional applications with Production/UAT support. Troubleshoot environment availability, analyze issues and work with the IT team and Business Users for a timely resolution. Provide severity and scope analysis of issues, inquiries, and requests. Maintain ownership until resolution of technical issue and provide a concrete explanation of resolutions to issues. Ownership of production environment for the purpose of ensuring product availability and stability. Skills on Resume: Technical Proficiency (Hard Skills) Problem-Solving Skills (Hard Skills) Project Management (Hard Skills) Application Support (Hard Skills) Communication Skills (Soft Skills) Ownership and Accountability (Soft Skills) Job Summary: Deploy updates and fixes, provide Level 2 technical support Perform root cause analysis for production errors Investigate and resolve software configuration, data, and infrastructure issue Educate Level 1 support team, maintain knowledge base Keep close connection with development team, proactively learn from them Build and maintain tools to reduce time to diagnose and solve issues and improve customer experience Design procedures for system troubleshooting and maintenance Maintain and improve monitoring and alerting Development and maintenance of Standard Operating Procedures Sharing and promoting knowledge within the team Application of ITIL processes and procedures through planning and fulfilling appropriate project control requirements Skills on Resume: Technical Support (Hard Skills) Root Cause Analysis (Hard Skills) Education and Knowledge Management (Soft Skills) Communication (Soft Skills) Tool Development (Hard Skills) Procedure Design (Hard Skills) Monitoring (Hard Skills) ITIL Application (Hard Skills) Job Summary: Provide 1st line and 2nd line support for critical business applications e.g. Aladdin, trading venues such as Bloomberg EMSX, Tradeweb, Liquidnet and CodeRed Research. Provide support to business users by investigating and resolving application errors, data discrepancies and queries. Day-to-day management of support issues adhering to current processes. Working with 3rd party vendors and managing the relationship. Proactive monitoring of issues/problems, working in collaboration with other team members. Evaluate and Design production support procedures, policies, documentation and provide feedback. Participates in the application of system patches, security patches and third-party updates to maintain systems at a high level of performance, availability and security. Troubleshoot application/OS support-related issues for end users. Installs, configures, troubleshoots, monitors and maintains software. Maintain a consistent, high-quality, customer-focused orientation when providing services to various stakeholders.
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2. Application Support Engineer, Texas Instruments Incorporated, Dallas, TX
Job Summary: Own and bring to conclusion escalations by working across multiple teams such as support, infrastructure, engineering and operations in a Java-based, web Environment. Develops operational procedures and adopts standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close) Assists in representing Production Support to the organization ensuring that high-availability Identifying customer-facing issues is included in the development or deployment of new products and services Works with Architecture, Development and Systems Engineering teams to develop innovative solutions to attain high availability, scalability, and reliability Logs incidents within the Incident Tracking System [Service Desk], clearly documenting symptoms and identifies root cause and provide/recommend solutions. Logs searching using Log Stash, impact management, root cause analysis, and reports findings to Management and customers Ensures timely execution of scheduled and repeatable processes such as periodic system validations, daily triage, system monitoring and event log management Acts as incident owner, escalates to other support groups and follows the status of the incident until it has been confirmed to be resolved Works closely with technical support, engineers, customers, and other groups to narrow investigative efforts and resolve incidents Maintains critical documentation assets, such as customer contact lists, escalation procedures, scheduled job inventories, and operational cookbooks Skills on Resume: Cross-functional Collaboration (Soft Skills) Operational Procedure Development (Hard Skills) Representation Skills (Soft Skills) Problem-solving and Innovation (Hard Skills) Log Analysis (Hard Skills) Execution of Processes (Hard Skills) Documentation Management (Soft Skills) 3. Application Support Engineer, T-Mobile US Inc., Bellevue, WA
Job Summary: Provides F5 customers and partners with a consistently outstanding support experience Proactively and effectively communicates status, plan of action, and resolution of issues Provides Level 1 to Level 3 technical support to remotely troubleshoot and resolve issues on F5 hardware and software products Manages multiple cases and prioritizes based upon customer and business needs Effectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communication Maintains high schedule adherence (work hours and on-phone time) Participates in ongoing training with F5 products and related technologies Responsible for upholding F5s Business Code of Ethics and for promptly reporting violations of the Code or other company policies. Pre-release load, stress, and failure testing in pre-production environment Backs office developer and pm tools implementation, integration, and support Assists in the automation of customer ops tasks and ensures their requirements with outward-facing customers are completed in a timely fashion (order reconciliation) Skills on Resume: Technical Support Expertise (Hard Skills) Communication Skills (Soft Skills) Case Management (Hard Skills) Schedule Adherence (Soft Skills) Ethical Conduct (Soft Skills) Testing and Automation (Hard Skills) 4. Application Support Engineer, General Electric Company, Boston, MA
Job Summary: Maintain monitoring tools and alerting mechanisms to facilitate 24/7 support Investigate, own and resolve incidents, understanding of SSL certs, Key Stores. Undertake and plan installation, configuration, patching and preventative maintenance of customers' systems Troubleshoot applications, perform code analysis, bug identification and fixes, ready for deployment. Perform root cause analysis and event correlation making recommendations Perform key tasks to hot-fix and enhance deployments to production and non-production environments. Implements after-hours call facilitation, coordination and communications during critical outage situations Setup and Develop monitoring for both technical and functional calls, infrastructure level and container level monitoring. Coordinate and execute production releases. Serve as the first point of contact for inbound support requests via web, e-mail and phone. Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff Skills on Resume: Monitoring Tools (Hard Skills) System Configuration (Hard Skills) Application Troubleshooting (Hard Skills) Root Cause Analysis (Hard Skills) Deployment Management (Hard Skills) Monitoring Development (Hard Skills) Job Summary: Assures intake, analysis, follow up or escalation of support requests, in line with DN MandS processes. Identifies, records and classifies problems of low complexity and impact, investigates and diagnoses identified problems to propose changes for resolution of the problem. Detects, records and classifies incidents and initial support, investigation and diagnosis Resole and recover, incident closure, and incident ownership, monitoring, tracking and communication. Assists in the formulation and testing of resolutions to incidents, in close collaboration with experienced support engineer. Integrates up-dates, fixes and change requests of minor complexity in the customer's environment and escalates more complex issues to experienced support engineer. Documents own tickets and contributes to the preparation of technical documents, FAQs and release notes. Contributes to the analysis of root causes and change recommendations under supervision of more experienced support engineer. Absorbs lessons learned in order to further develop his/ her know-how. Maintain current functional and technical knowledge of the entire product line Manage and drive competing requests across simultaneous client engagements Skills on Resume: Technical Troubleshooting (Hard Skills) Problem Identification and Classification (Hard Skills) Collaboration and Communication (Soft Skills) Documentation and Knowledge Sharing (Soft Skills) Change Management (Hard Skills) Root Cause Analysis (Hard Skills) 6. Application Support Engineer, Verizon Communications Inc., New York, NY
Job Summary: Daily monitoring and alert responses, correct diagnosis, prioritize and independently address issues in a timely manner, documentation, Incident and Service tickets Following a Change Request from creation to completion, providing review, detail validation and execution of all tasks Tuning and upgrading the application stack to improve stability and uptime Root cause analysis on recurring issues, handover testing and root cause analysis Perform trend analysis and suggest improvements Log analysis and error resolution, tuning of platform monitoring Provide support on a rotating weekly shift and outside of regular 8-5 business hours Timely completion and maintenance of runbooks, and operational and other solution documentation. Familiarity with day-to-day use of monitoring/alerting systems Provide clear and constructive product feedback to product management based on customer requirements Help to document best practices in developing and deploying solutions Skills on Resume: Troubleshooting (Hard Skills) Documentation (Hard Skills) Change Management (Hard Skills) System Upgrading (Hard Skills) Root Cause Analysis (Hard Skills) Data Analysis (Hard Skills) Log Analysis (Hard Skills) Shift Work Availability (Soft Skills) 7. Application Support Engineer, Oracle Corporation, Reston, VA
Job Summary: Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments Debug software defects escalated through the field Build and maintain a library of technical documentation designed to help accelerate issue resolution Participate in client calls and explain Root causes to technical as well as business audiences with appropriate detail as necessary Manage workload and prioritize tasks according to severity and impact Manager tasks and tickets and keep a keen eye on things that look to repeat - and solve those with out of the box solutions Proactively prevent issues that could have a negative impact on customers Participate in an on-call rotation to ensure 24/7 coverage Coordination and implementation of maintenance tasks in the production environment Ensuring good communication to key stakeholders throughout Skills on Resume: Technical Troubleshooting (Hard Skills) Software Debugging (Hard Skills) Documentation Management (Hard Skills) Software Deployment (Hard Skills) Communication Skills (Soft Skills) Task Prioritization and Management (Soft Skills) Problem-Solving (Soft Skills) Proactive Issue Prevention (Soft Skills) 8. Application Support Engineer, Siemens Corporation, Washington, DC
Job Summary: Provide support for Live business communication applications, ensuring that they are available at all times to support business users and external customers. Support the team with technical expertise, product knowledge and personal development. Prioritise and investigate incidents before determining appropriate actions to take. Facilitate recovery, following resolution of incidents. Making modifications to application data, changing application code, developing workarounds/tactical fixes Changing operating procedures, escalating to internal supporting teams or 3rd party vendors. Develop constructive relationships with development teams to ensure relevant solutions are appropriate, requiring minimal ongoing support. Identify and champion potential improvements to processes, ensuring risk controls and change processes are adhered to. Be involved during PI planning, including offering suggestions on ways to tackle the problem statement Working on improvement items to the platform using combination of Linux scripts, SQL scripts and Java coding changes Skills on Resume: Technical Expertise (Hard Skills) Problem-solving Skills (Soft Skills) Communication Skills (Soft Skills) Adaptability (Soft Skills) Change Management (Hard Skills) Analytical Thinking (Soft Skills) Continuous Learning and Development (Soft Skills) 9. Cyber Application Support Engineer, Uber Technologies Inc., San Francisco, CA
Job Summary: Working in an environment with cross-functional scrum teams Implementing new security technologies and controls across the bank Using a broad range of technical skills to solve problems Collecting, analyzing and managing data to inform decision making Contributing to solution design, build and operationalisation Interfacing with technical teams to implement security solutions Helping teams adopt and adhere to a DevOps culture Constantly learning and developing skills Participating in testing SRE improvements from other team members Supporting team members while they test SRE improvements Take an active role in knowledge transfer sessions Skills on Resume: Cross-functional Collaboration (Soft Skills) Security Technology Implementation (Hard Skills) Technical Problem-Solving (Hard Skills) Data Management and Analysis (Hard Skills) Solution Design and Operationalization (Hard Skills) Technical Interfacing (Soft Skills) DevOps Culture Advocacy (Soft Skills) Continuous Learning and Development (Soft Skills) 10. Application Support Engineer, Zillow Group, Seattle, WA
Job Summary: Support and maintain internal and customer facing applications. Work on continuous improvement projects and defect fixes. Monitoring and resolving application related incidents, feeding into incident and problem management processes. Providing data and statistical reports to stakeholders both technical and non-technical. Ensuring good engineering practices and knowledge sharing within team Work with the entire organization, interacting with software, machine learning and product teams Research and troubleshoot of platform difficulties Help to improve the stability of internal software and tools Establish process standardization within own software, providing a better experience for teams and clients Initial screening of platform issues to recommend solutions, required steps and trade-offs. Skills on Resume: Application Support and Maintenance (Hard Skills) Reporting and Communication (Soft Skills) Cross-Functional Collaboration (Soft Skills) Research and Troubleshooting (Hard Skills) 11. Application Support Engineer, Adobe Inc., San Jose, CA
Job Summary: Work collaboratively with application support team members to analyze and resolve complex problems in customer implementations Contribute to lessons learned from support issues for future enhancements to Split Limit Studios products Dig deep into the Java code to understand why a particular problem is occurring for a particular customer Write and execute SQL database queries Make changes to customers data, incident Management Day-to-day infrastructure administration and operations: troubleshooting, problem-solving, root cause analysis supporting the various team members as well as clients Assist with the deployment, upgrading and monitoring of services Creating and maintaining technical documentation Finding and mitigating performance bottlenecks Weekend planned infrastructure maintenance work Out-of-hours availability for incidents and urgent issues Skills on Resume: SQL Database Management (Hard Skills) Infrastructure Administration and Operations (Hard Skills) Deployment and Monitoring (Hard Skills) Technical Documentation (Hard Skills) Performance Optimization (Hard Skills) Availability and Flexibility (Soft Skills) 12. Application Support Engineer, Slack Technologies, San Francisco, CA
Job Summary: Supporting common user issues Windows OS, Office 365, etc. Tier 3 escalations related to end user computing issues. Work on integrating those companies and their end users into their environment Application upgrades work with vendors, testing new SW prior to deployments Participate or lead other projects related to end user commuting as they come up Support and assist enterprise end-users with production issues, inquiries, and requests raised through Incident Management system Provide IMS Traditional applications with Production/UAT support. Troubleshoot environment availability, analyze issues and work with the IT team and Business Users for a timely resolution. Provide severity and scope analysis of issues, inquiries, and requests. Maintain ownership until resolution of technical issue and provide a concrete explanation of resolutions to issues. Ownership of production environment for the purpose of ensuring product availability and stability. Skills on Resume: Technical Proficiency (Hard Skills) Problem-Solving Skills (Hard Skills) Project Management (Hard Skills) Application Support (Hard Skills) Communication Skills (Soft Skills) Ownership and Accountability (Soft Skills) Job Summary: Deploy updates and fixes, provide Level 2 technical support Perform root cause analysis for production errors Investigate and resolve software configuration, data, and infrastructure issue Educate Level 1 support team, maintain knowledge base Keep close connection with development team, proactively learn from them Build and maintain tools to reduce time to diagnose and solve issues and improve customer experience Design procedures for system troubleshooting and maintenance Maintain and improve monitoring and alerting Development and maintenance of Standard Operating Procedures Sharing and promoting knowledge within the team Application of ITIL processes and procedures through planning and fulfilling appropriate project control requirements Skills on Resume: Technical Support (Hard Skills) Root Cause Analysis (Hard Skills) Education and Knowledge Management (Soft Skills) Communication (Soft Skills) Tool Development (Hard Skills) Procedure Design (Hard Skills) Monitoring (Hard Skills) ITIL Application (Hard Skills) Job Summary: Provide 1st line and 2nd line support for critical business applications e.g. Aladdin, trading venues such as Bloomberg EMSX, Tradeweb, Liquidnet and CodeRed Research. Provide support to business users by investigating and resolving application errors, data discrepancies and queries. Day-to-day management of support issues adhering to current processes. Working with 3rd party vendors and managing the relationship. Proactive monitoring of issues/problems, working in collaboration with other team members. Evaluate and Design production support procedures, policies, documentation and provide feedback. Participates in the application of system patches, security patches and third-party updates to maintain systems at a high level of performance, availability and security. Troubleshoot application/OS support-related issues for end users. Installs, configures, troubleshoots, monitors and maintains software. Maintain a consistent, high-quality, customer-focused orientation when providing services to various stakeholders.
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