**Role** : Application Support Analyst (Grade 6 - 12) **Location** : India (preferably Bengaluru) **Description** : The purpose of this role is to support IT applications of MVNE (Mobile Virtual Network Enabler) platform hosted both on-prem and on cloud (AWS). The overall support setup is a multi-vendor arrangement, with NTT DATA priming the managed services for it’s client, who is based in Ireland. Collectively, the managed services team will work to ensure high application availability and stability of services for the MVN operators using the MVNE platform. **Job Responsibilities** : + Provide L1/L2/L3 support for IT applications. Support coverage is 24x7 with full support provided during Irish business hours and on on-call rota basis outside of Irish business hours, including weekends + Responsible for resolution of incidents in accordance with established Service Level Agreements + Co-ordinate resolution of incidents with third parties that are responsible for applications in their scope + Carry out daily Application Health Check proactively to catch any symptoms that might lead to incidents and take measures proactively to avoid incident occurrence. + Monitor application alerts raised by the application monitoring platform and resolve issues as and when identified by the monitoring platform + Maintain up to date operational documentation, such as SOPs and application Runbooks + Conduct thorough impact and root cause analysis of the incident and publish findings in incident report. + Conduct end-to-end testing of new functionality developed prior to rolling out to production. + Perform analysis on frequently occurring issues and make service improvement recommendations to resolve such issues from occurring. + Responsible for deployment of application code or configuration changes in the production environment. + Responsible for Voucher management processes + Create or update knowledge articles based on the incident and problem learning. + Maintain up to date operational documentation, such as SOPs and application Runbooks + Responding to business user queries **Must Have Skills:** + Strong Telecom knowledge. + Hands-on experience with supporting IT applications + Knowledge of ITIL framework, with required experience in incident management, change management + Experience in Application Monitoring tools such as **Cloudwatch, Nagios, Xymon** + Experience in handling high priority incidents (crisis calls) + Experience in managing voice, data, and SMS services + Strong skills on **Java technologies vis-à-vis Springboot, React, SOAP-UI** web services, + Excellent skills in **Linux OS and shell scripting** + Strong **PostgreSQL and Oracle** database knowledge + Good English verbal communication skills with the ability to explain things in a clear and non-technical way. + Strong attention to detail and the ability to deliver high quality work. + Should have the ability to identify right prioritization of incidents, which requires in-depth domain knowledge. + Should be able to switch between various tasks seamlessly. **Nice to have** : + ITSM v3/v4 foundation certification. + Capable of analysing new requirements and provide solution delivery estimates. + Strong knowledge of the entire software development lifecycle. **Experience / Qualification** + Bachelor’s and/or Master’s degree in Computer Science, Engineering or related technical discipline. + 2 to 15+ years of IT professional experience within a global organization. + 2 to 15+ years of experience in Telecommunications service. + 2 to 15+ years of experience working as application support analyst experience + Have a good understanding of application architecture, data architecture, infrastructure and business processes. **Qualities** : + Accountable for professional working behavior including, building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSGs core competencies and values. + Exercises independent judgment after considering alternatives. + Works under the general guidance of more senior members of the team with occasional consultation and collaboration. + Coordinates own tasks and those of junior team members to meet project schedules.