Sr. Application Support (LMS-FinnOne)

Job description

**Job Purpose** - Lead the L1/L2/L3 support team responsible for non-core application stability, availability, EOD/BOD batch operations, DR readiness, and database/application monitoring. - Ensure 99%+ uptime, timely incident resolution, proactive monitoring, and strong collaboration with Engineering, DevOps, Infra, and Business teams. - Strengthen platform reliability through preventive fixes, automation, governance, and continuous improvement. **Key Result Areas** Supporting Actions **Application Uptime & Reliability** - Maintain ≥99% uptime for non-core applications - Daily health checks, proactive alerting - Zero unplanned outages **Batch (EOD/BOD) & Scheduler Management** - ≥98% successful EOD/BOD jobs - Publish job status reports - Reduce batch failures by ≥20% YoY **Incident & Problem Management** - ≥95% incidents resolved within SLA - MTTR reduction by ≥20% - Zero repeat incidents through preventive actions **DR / BCP Readiness** - 100% DR drill success - Errorfree switchover/fallback - DR documentation updated quarterly **API/Gateway Performance** - API gateway success rate >98% - Monitor latency, timeouts, circuit breaker events - Ensure certificate renewal before expiry **Team Leadership & Stakeholder Management** - Daily task allocation & monitoring - Weekly RCA reviews, training & capability building - Positive stakeholder satisfaction (≥4.3/5) **Release Readiness & Change Governance** - 100% pre/postdeployment validations - Change success rate ≥98% - CAB / documentation compliance