Senior Application Support Specialist
4 weeks ago
We are seeking a highly skilled Senior Application Support Specialist to join our team at Infinite Computer Solutions. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients, ensuring seamless application performance and resolving complex issues in a timely manner.
Key Responsibilities- Investigate and resolve ServiceNow Incidents, collaborating with IT-Dev and product teams as needed
- Escalate and communicate solutioning of outages or major system issues to leadership and end-users
- Process access requests and system configurations, ensuring compliance with ITIL best practices
- Validate system performance after maintenance, identifying and addressing any issues
- Document key processes and knowledge base articles, ensuring knowledge sharing and continuity
- Collaborate with health plan partners, vendors, and IT counterparts on application implementation across various health plans
- Support end-users, providing timely and effective solutions to their technical queries
- Manage multiple assignments, prioritizing tasks and meeting deadlines
- 6+ years of experience in Production Support, Performance Testing, and/or related technical environments
- 4+ years of working experience in Linux and Windows environments
- Experience with monitoring tools, including Dynatrace, Splunk, and Foglight
- Working knowledge of Jira, Confluence, ServiceNow, and cloud infrastructure platforms (AWS and Azure)
- Proficiency in Java and web technologies, with experience writing DB queries and Linux commands
- Ability to analyze Java heap and thread dumps, failure rates, response time degradation, CPU utilization, and memory alerts
- Understanding of ITIL best practices in IT Service Management (Change/Release/Incident/Problem) Management
- Experience creating automations for routing and common tasks using Python or Ansible
- Good to excellent communication skills
- Flexible to work in all shifts (24x7)
- Cloud infrastructure knowledge/experience in one of the platforms (AWS and Azure)
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