Senior Support Lead
HCLTech
Job Summary
We are looking for a seasoned Application Support Position who can manage complex application landscapes , and ensure timely incident resolution through strong understanding of application behavior, ITSM processes, cloud environments, SQL databases, and APIs .
Key Responsibilities
Provide L2/L3 production support for business-critical applications.Troubleshoot and resolve application incidents, defects, and service requests within agreed SLAs.Analyze application behavior, logs, and system alerts to identify and resolve issues.Support release activities, deployment validation, and post-deployment monitoring.Participate in major incident management and coordinate with development, infrastructure, and DB teams. SQL Database Understanding Possess good understanding of SQL databases and related support activities.Perform data validation and issue investigation using SQL queries .Analyze database-related issues such as: Query failure, data inconsistencies etcWork closely with DB teams for deeper database tuning or structural fixes. Monitoring & Observability Monitor application and infrastructure health using tools such as: Splunk, Dynatrace, Grafana etcInvestigate alerts, identify service degradation, and take corrective actions.Support proactive monitoring, dashboard review, and alert handling.Contribute to reducing alert noise and improving service observability. API & Integration Support Understand and support REST / SOAP APIs and system integrations.Troubleshoot API-related issues such as: request/response failures, timeout/latency issues etcUse tools such as Postman, curl , or equivalent for API testing and analysis.Coordinate with interfacing teams for upstream/downstream issue resolution. ITSM & Process Adherence Work within ITSM / ITIL processes including: Incident, Change, ProblemUse ticketing tools such as ServiceNow / Remedy / Jira Service Management .Document incidents, RCAs, workarounds, and known errors accurately.Maintain operational documents, SOPs, and knowledge base articles.
Other Requirements
Shift & Availability Open to work in 24x7 rotational shifts , including weekends/on-call support, if required by business needs.
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