Application Support Analyst

Job Title: Application Support Analyst

Job Location: Philadelphia, PA/ Remote

Job Duration: 12+ Months

Experience: 8+ Years

· Lead and manage a global team of Application Support Analysts to ensure high availability, operational stability, and continuous support of business-critical applications.

· Oversee end-to-end application support operations, ensuring timely resolution of incidents, problems, service requests, and production issues.

· Drive Incident Management, Problem Management, Change Management, and Service Request Management processes in alignment with ITIL best practices.

· Serve as the primary escalation point for critical production issues and ensure rapid restoration of services through effective coordination with cross-functional teams.

· Manage 24x7 production support operations, including on-call rotations, major incident management, and business continuity planning.

· Collaborate with business stakeholders, IT Operations, Infrastructure, Development, QA, and Vendor teams to align support activities with business objectives.

· Develop and implement application monitoring strategies to proactively identify system issues, performance bottlenecks, and service disruptions.

· Define, track, and report operational KPIs, SLAs, OLAs, incident trends, service health metrics, and support performance dashboards.

· Lead root cause analysis (RCA) sessions for recurring incidents and implement permanent corrective and preventive actions.

· Coordinate change management activities, ensuring successful planning, approval, deployment, validation, and rollback of production changes.

· Support application release management, production deployments, and post-release validation activities.

· Manage application availability, capacity planning, performance tuning, and operational readiness across enterprise environments.

· Utilize ServiceNow or Jira to manage incidents, service requests, problem records, change requests, and knowledge management activities.

· Monitor application performance, identify service degradation, and coordinate timely resolution with technical teams.

· Perform SQL and Oracle PL/SQL analysis to investigate production issues, validate data integrity, troubleshoot application errors, and support reporting requirements.

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