Apps analyst

Apps analyst

Brief Description:
The position is responsible for providing Tier 2 (L2) application support services across the MWAA IT hybrid application ecosystem, including AWS-hosted custom applications, SaaS platforms, COTS products, and on-premises applications.
The candidate must have strong experience in application troubleshooting, incident management, API/integration support, and multi-system diagnostics. The role focuses on ensuring application stability by resolving complex issues, performing root cause analysis, and coordinating with Tier 3 teams and vendors.
Job Description and Role:
Incident Management & Troubleshooting:
Investigate and resolve escalated incidents from Tier 1 support within defined SLA/OLA targets.
Perform deep-dive troubleshooting of application issues, including functional defects, failures, and performance concerns.
Analyze application logs, error messages, and system behavior to identify root causes.
Provide temporary workarounds and permanent fixes where applicable.
Application Support (Hybrid Landscape):
Support AWS-hosted applications, SaaS platforms, COTS products, and on-premises applications.
Troubleshoot application failures, batch job issues, and system functionality gaps.
Ensure smooth operation of business-critical applications across environments.
API & Integration Support:
Diagnose and troubleshoot REST/SOAP API failures and integration issues.
Analyze JSON/XML payloads and validate data exchange between systems.
Support integration workflows, data pipelines, and interdependent applications.
Monitoring & Alert Management:
Monitor application performance using tools such as Datadog, CloudWatch or like tools.
Respond to alerts and proactively identify potential issues before business impact.
Perform health checks and ensure application availability and performance.
Escalation & Vendor Coordination:
Escalate complex issues to Tier 3 engineering teams and application vendors.
Provide detailed escalation artifacts including logs, error details, and reproduction steps.
Track and manage escalations through to resolution while maintaining ownership.
Service Request Management:
Handle service requests including user access, configuration updates, and data corrections.
Execute operational tasks following defined runbooks and standard procedures.
Documentation & Knowledge Management:
Create and maintain knowledge base articles, SOPs, and troubleshooting guides.
Document known issues, solutions, and workarounds for reuse.
Continuously enhance documentation for improved operational efficiency.
Continuous Improvement & Problem Management:
Identify recurring issues and contribute to problem management initiatives.
Participate in post-incident reviews (PIR) and recommend corrective actions.
Propose improvements to enhance application stability and support processes.
Collaboration & Operational Support:
Work closely with Tier 1 support, Tier 3 engineering teams, and vendors.
Provide technical support and guidance for application-related issues.
Ensure alignment with ITIL-based incident, problem, and change management processes.
Performs Other Duties as Assigned.


Required Skills and Experience:
Strong experience in Tier 2 / L2 Application Support
Experience supporting hybrid environments (AWS, SaaS, COTS, on-prem)
Proficiency in:
SQL querying and data troubleshooting
API troubleshooting (REST/SOAP)
Log analysis and monitoring tools
Familiarity with enterprise monitoring platforms (Datadog)
Experience working with ticketing tools (ServiceNow, Jira)
Knowledge of ITIL processes