Application Support Specialist with Aura

Job Role: Telecom Assisted sales Production Support / Application Support Specialist with Aura

Location: Miami , FL , and Atlanta , GA Onsite Hybrid
Pay Rate: $70/hr

Job Description

Experience Required: 7+ years of experience in application production support, enterprise application support, or L2/L3 support with hands-on experience in Telecom Assisted sales platform support, incident management, monitoring, troubleshooting, and release support.

Job Summary

We are looking for an experienced Telecom Assisted sales Production Support Engineer / Application Support Specialist responsible for ensuring the stability, availability, and performance of Telecom Assisted sales applications and related enterprise systems. The role requires strong production support experience, hands-on troubleshooting skills, incident management ownership, application monitoring, API and database validation, and coordination with development, infrastructure, DevOps, QA, and business teams to resolve production issues within defined SLA timelines.

Required Technical Skills

• Strong experience in Telecom Assisted sales Production Support, Application Support, L2/L3 Support, and enterprise application operations.
• Hands-on knowledge of incident management, problem management, change management, RCA, defect triage, SLA tracking, and production issue resolution.
• Good understanding of REST APIs, SOAP Web Services, API integration, JSON, XML, and service-to-service communication.
• Working knowledge of Java, Spring Boot, microservices architecture, application servers, and backend service troubleshooting.
• Strong Kubernetes (EKS) skill to troubleshoot the issue.
• Strong database validation skills using SQL with Oracle, Cassandra, PostgreSQL, MySQL, or SQL Server.
• Experience with log analysis, monitoring, and alerting tools such as Splunk, ELK, Kibana, Grafana, AppDynamics, Dynatrace, New Relic, OpenSearch, Prometheus, or CloudWatch.
• Good Understanding on DNS, GSLB, CDN, WAF, NLB & ALB, Identity Gateway, Api Gateway, Nginx Proxy, and related components
• Knowledge of Unix/Linux commands, shell scripting, batch job monitoring, file processing, and server-level troubleshooting.
• Familiarity with messaging and integration technologies such as Kafka (MSK), JMS, RabbitMQ, or Apache Camel.
• Experience with deployment support, release validation, rollback coordination, post-release monitoring, and hypercare support.
• Hands-on exposure to ITSM and collaboration tools such as ServiceNow, Jira, Confluence, Remedy, or similar platforms.
• Basic understanding of CI/CD tools and DevOps ecosystem including Jenkins, Git, Maven, Docker, or OpenShift.
• Knowledge of ITIL processes, operational governance, production readiness, audit compliance, and runbook management.
• Good Understanding of AWS Cloud.

Roles and Responsibilities

• Own day-to-day production support for AURA and Total Access applications, services, interfaces, batch jobs, APIs, and business workflows.
• Monitor application availability, performance, alerts, logs, dashboards, integrations, and scheduled jobs to ensure smooth business operations.
• Handle L2/L3 incidents, perform technical analysis, troubleshoot failures, and restore services within agreed SLA timelines.
• Perform root cause analysis, impact assessment, defect analysis, and permanent fix coordination for production issues.
• Analyze application logs, API failures, database errors, timeout issues, job failures, integration breakdowns, and performance bottlenecks.
• Coordinate with development, QA, DevOps, infrastructure, database, network, security, and business teams for issue resolution and service restoration.
• Support release activities including deployment validation, smoke testing, production verification, rollback coordination, and post-deployment hypercare.
• Manage incidents, service requests, problem tickets, change requests, and production defects using ITSM tools such as ServiceNow or Jira.
• Prepare incident updates, RCA reports, status reports, known error documentation, SOPs, runbooks, and knowledge articles.
• Track recurring issues, identify automation opportunities, recommend process improvements, and support continuous service improvement initiatives.
• Ensure compliance with ITIL processes, change governance, audit requirements, access controls, production readiness, and operational standards.
• Participate in daily operations calls, bridge calls, release meetings, change review discussions, and stakeholder status updates.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• 4+ years of production support, application support, or technical support experience in enterprise environments.
• Experience supporting telecom, billing, CRM, order management, digital platforms, or large-scale business applications is preferred.
• ITIL Foundation certification, AWS cloud certification, or relevant application support certification is an added advantage.
• Strong analytical, communication, stakeholder coordination, documentation, and problem-solving skills.

Technical Skills

• Application Support: Telecom Assisted sales Production Support, L2/L3 Support, Application Monitoring, Production Issue Resolution, SLA Monitoring, Defect Triage, RCA.
• Backend & Integration: Java, Spring Boot, Microservices, REST APIs, JSON, XML, API Integration, Service-to-Service Communication.
• Database: Oracle, PostgreSQL, Database Validation, Query Analysis, Data Verification.
• Monitoring & Logging: ELK Stack, Kibana, Grafana, New Relic, OpenSearch, CloudWatch, Log Analysis.
• DevOps & Deployment: Jenkins, Git, Maven, CI/CD, Docker, Kubernetes, Deployment Validation, Release Support, Rollback Coordination.
• Messaging & Middleware: MSK, RabbitMQ, Redis, Batch Job Monitoring, File Processing.
• ITSM & Tools: ServiceNow, Jira, Confluence, Remedy, Incident Management, Problem Management, Change Management, Runbook Management, ITIL.
• Operating Systems & Scripting: Unix, Linux, Shell Scripting, Server Troubleshooting, Command-Line Operations.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin, or disability. All applicants will be evaluated solely based on their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities. Candidates can request a reasonable accommodation by contacting the company ADA Coordinator at ADA_Accomodations@TechMahindra.com. Greetings,