About the position
The Professional-Application/Product Support role involves performing application monitoring and response, application problem management/resolution, application change management and implementation. The position requires acting as a liaison and escalation point for clients and other IT organizations, serving as a subject matter expert across business and application towers. Responsibilities include managing Critical Business Services (CBS), analyzing E2E Business Transaction Flows, assisting with Business flow Monitoring and Response, and conducting Root cause analysis and resolution. The role also entails serving as 24X7 support during outages, monitoring application availability, and interfacing closely with 3rd party vendors. The candidate will utilize various tools and programming languages to manage application performance and resolve issues.
Responsibilities
- Perform application monitoring and response.
- Manage application problem management/resolution.
- Oversee application change management and implementation.
- Act as a liaison and escalation point for clients and IT organizations.
- Manage Critical Business Services (CBS).
- Analyze E2E Business Transaction Flows across Application Eco-Systems.
- Assist with Business flow Monitoring and Response.
- Conduct Issue Life Cycle Management/Resolution.
- Perform Root cause analysis and resolution.
- Partner with COE and Business on Business Case justification.
- Serve as 24X7 support in the event of an outage.
- Monitor application availability and performance metrics.
- Interface closely with 3rd party vendors.
- Drive outage calls within the Tier1, Tier2 support area.
- Manage trouble tickets and conduct root cause analysis.
- Utilize MS Office Suite and project management tools.
- Use programming languages and database servers.
Requirements
- Bachelor's degree or foreign equivalent in Information Systems, Electrical Engineering, or Information Technology in Management.
- Four (4) years of experience in the job offered or a related occupation.
- Experience utilizing MS Office Suite (MS Word, MS Excel, MS PowerPoint, MS OneNote, MS Teams, MS Outlook, and MS OneDrive).
- Experience using project management tools, including JIRA Agile, Waterfall, and MS Project.
- Experience using collaboration tools, including Confluence.
- Experience utilizing programming languages including JavaScript, C++, C, HTML, XML, and Python.
- Experience using database servers (SQL Server, My SQL).
Benefits
- Medical/Dental/Vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid Time Off and Holidays (at least 23 days of vacation each year and 9 company-designated holidays)
- Paid Parental Leave
- Paid Caregiver Leave
- Additional sick leave beyond state and local law requirements
- Adoption Reimbursement
- Disability Benefits (short term and long term)
- Life and Accidental Death Insurance
- Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
- Employee Assistance Programs (EAP)
- Extensive employee wellness programs
- Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet, and AT&T phone
