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Application Support Role

Client: Wipro

Job Details

Job Description

Roles/ responsibilities performed by the Biz Ops React team members and tools used in their applications.

  • Incident Resolution - Review and resolve the Incidents arising from
  • Operation Command Center Alerts
  • Alerts from Enterprise Monitoring Operations (EM Operations).
  • OMNIBUS and Splunk Alerts
  • Change Implementation - Deploying the application related artifacts to the production environments in the slotted approved release window
  • Reporting the issues with the deployments and coordinating with the Development Teams to fix any deployment issues
  • Work Orders - Resolve Work orders in form of Business/functional queries, adhoc testing, verification and validation etc, from Regional product team and customer support teams.
  • Traffic Routing – perform traffic routing in support of infrastructure maintenance
  • Perform Root Cause Analysis in detail for High severity Incidents – and take action on fixing the underlying cause of the high severity issues. Take necessary preventive actions also.
  • Supporting the UAT testing by the Product team and Regional customer support team.
  • Configuring application/artifacts and supporting the new customer onboarding to the platform
  • Testing the newly onboarded customer’s file processing and reports delivery
  • Raise new change tickets and arrange for approvals, including CAB approvals
  • Review and approve change tickets.
  • Creating Confluence pages for newly analyzed Work Orders / new type of Incidents with resolution steps
  • Work with customers on ad-hoc queries
  • Work with Development / Testing team for defect analysis (with Production simulated data)
  • Build automation scripts that reduce the number of Incidents and/or improve processes followed
  • Support customers to fill in the Post Incident Report (PIR) when any high impacting Incidents affecting customers occurred.
  • Participate / Initiate in War Room calls that impact application availability or have a customer impact

Tools Used:

  • Remedy – Ticketing Tool
  • Rally (For Story and Bug Tracking)
  • Splunk and Dynatrace for Monitoring
  • WinScp (file movement/ validation)
  • Cyberark/Putty
  • Toad – Querying Tool for DB

Technologies:

  • Java Platforms
  • Unix OS
  • Shell scripting

Key Skills