• Design system support strategies and procedures. Manage and resolve complex technical issues and challenges.
• Mentor junior team members within the organization.
• Provide technical support and troubleshooting for internally developed software applications and vendor software packages.
• Monitor system performance and ensure the availability and reliability of software applications.
• Collaborate with development teams to resolve software issues and implement updates or patches.
• Manage software installations, configurations, and upgrades.
• Document support processes, procedures, and troubleshooting steps.
• Assist in the evaluation and selection of new software solutions to meet business needs.
• Conduct training sessions for end-users to ensure effective use of software applications.
• Maintain strong relationships with software vendors to ensure timely support and updates.
• Participate in the development and implementation of IT policies and procedures.
• Stay current with industry trends and emerging technologies to provide innovative support solutions.

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Overall 7+ years of IT support/development experience with at least 5 years of proven experience as an IT System Support Analyst or similar role. 5 - 10 years of experience
• Skilled in supporting internally developed software
• Skilled in implementing and supporting vendor software packages including software installation, configuration, maintenance and deployment.
• Skilled in troubleshooting and resolving software issues.
• Skilled in database management and query languages (e.g., SQL).
• Skilled in testing methodologies and applying multiple levels of testing (Functional, Integration, and UAT)
• Knowledge of API Protocols (REST, SOAP)
• Knowledge of GIT and version control systems
• Knowledge of CI/CD pipelines and cloud deployments.
• Knowledge of containerization and orchestration tools (e.g., Docker, Kubernetes).
• Experience with automation using scripting languages (e.g., Ansible, Python, PowerShell, BASH)
• Experience supporting applications hosted in Azure (IaaS, PaaS)
• Experience with operations and monitoring tools (e.g., Azure App Insights, App Dynamics, Grafana, Azure Monitor)
• Experience in writing complex and performant SQL queries
• Experience using Azure DevOps to manage work (Boards, Backlogs, Projects)
• Experience in user access management, applications security, authentication and authorization protocols (OpenID Connect, OAuth2, SAML, MS Graph API, EntraID, RBAC, AD Groups, SSO configuration, ASG/NSG)
• Experience with application and API testing tools (e.g., Selenium, Postman, Appium, Tosca, SoapUI, etc.)
• Experience implementing cybersecurity best practices in application support.
• Experience working in a geographically distributed team following DevOps practices and agile methodologies like SAFe, Scrum, or Kanban. Ability to evaluate and prioritize requirements based on business impact and technical complexity.
• Excellent business analysis, problem-solving, and analytical skills, and attention to detail.
• Excellent communication and interpersonal skills, as well as being customer service-oriented

• Experience with ITIL or other IT service management frameworks.
• Experience with remote support tools and ticketing systems (e.g., ServiceNow).
• Knowledge of scripting languages (e.g., Ansible, PowerShell, Python) for automation.
• Knowledge of cloud platforms (e.g., Microsoft Azure, AWS).
• Familiarity with low code platforms (e.g., Power Platform)

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