Job Summary
We are seeking an experienced Application Support professional with Appian expertise to ensure the stability, reliability, and performance of production systems. The ideal candidate will lead complex L2/L3 troubleshooting, conduct root cause analysis, drive problem management and automation, and support change and release activities.
The role requires strong production support capabilities, proactive monitoring, system performance optimization, and collaboration with cross-functional teams to maintain service continuity and meet service-level agreements (SLAs).
Key Responsibilities
- Ensure the stability and reliability of production systems by reviewing fixes, performing root cause analysis (RCA), and validating resolutions.
- Lead troubleshooting and resolution of complex L2/L3 production incidents, ensuring timely restoration within defined SLAs.
- Review production fixes and provide feedback during incident reviews to prevent recurrence.
- Proactively monitor applications, identify anomalies, and implement preventive measures to reduce incidents.
- Drive problem management by addressing recurring issues through permanent root cause fixes and automation.
- Improve application performance, system resilience, and operational reliability through targeted tuning and enhancements.
- Support change management and release activities to enable smooth, low-risk deployments.
- Collaborate with development, infrastructure, operations, and other cross-functional teams to resolve issues and maintain service continuity.
- Maintain and enhance operational runbooks, troubleshooting guides, and support documentation.
- Drive automation initiatives to reduce manual effort and improve incident response and resolution times.
- Mentor team members on production support practices, troubleshooting techniques, and operational standards.
- Ensure adherence to security, governance, and compliance requirements.
- Provide feedback to leadership on system health, recurring issues, operational risks, and improvement opportunities.
Essential Skills and Qualifications
- Experience in application production support and troubleshooting.
- Ability to handle complex L2/L3 production incidents and meet SLAs.
- Strong root cause analysis, problem management, and incident resolution skills.
- Experience with application monitoring, performance optimization, and preventive maintenance.
- Knowledge of change management, release support, and deployment practices.
- Experience with support automation and operational documentation.
- Strong communication, collaboration, and mentoring skills.
- Appian Certified Senior or Lead Software Developer Certification is recommended.
Preferred Candidate Profile
The ideal candidate is a production support professional capable of independently managing complex application issues, improving system reliability, reducing recurring incidents, and guiding team members toward efficient and compliant support practices.
