Job Description
Job DescriptionJob Description
Location: Fremont CA (Hybrid, 3x/week)
*This position is remote and not eligible for relocation. All positions must reside within the country listed within this job description.
Salary: Up to $120,000 + 10% performance bonus (DOE & Geographic Location)
A little bit about us:
AVT, a Wipro Company is an early-stage, mission-driven venture revolutionizing the way companies view IT productivity. We help our customers scale with next- application services that accelerate user productivity through enhanced automation and a highly personalized user experience. Our goal is to be a trusted partner, collaborating with customers to design and implement user-centric, technology-enabled support solutions at scale.
About the Role:
Applied Value Technologies is seeking an Application Support Analyst to assist in the delivery of our mission- and business-critical application services with internal customers. Reporting into the Collaboration Applications Department, our goal is to deliver excellent technical support with outstanding customer service, satisfaction, and timeliness. Candidates must be passionate about technology, live for amazing customer service, and thrive in a fast-paced environment.
Our clients are Fortune 100 technology companies, providing platforms that help connect people around the world. They share a core value of scaling their businesses by putting people first, and our team is dedicated to advancing this mission by focusing on customer needs above all else.
About you:
- Advanced troubleshooting skills, domain expertise, infrastructure knowledge, and scripting abilities.
- Ability to conduct root cause analysis, use data to identify issues, and apply critical thinking.
- Understanding ITIL processes, managing incident lifecycles, ensuring SLA adherence, and focusing on improvements.
- Commitment to user satisfaction, understanding business impact, and relating technical issues to business needs.
- Strong communication skills, ability to act as a liaison, and effective stakeholder engagement.
- Knowledge sharing, effective teamwork, and mentoring junior analysts to elevate team performance.
- Ability to adjust to changing priorities and learn new technologies relevant to the role.
- Adherence to best practices, process rigor, and maintaining high-quality documentation.
- Full ownership of incidents, proactive prevention of issues, and dedication to complete resolution.
Responsibilities:
- Conduct thorough analyses to prevent issue recurrence and document findings for continuous improvement.
- Lead the diagnosis and resolution of complex incidents to minimize business disruption.
- Serve as a subject matter expert to assist in incident resolution and provide guidance to team members.
- Implement automation to reduce manual efforts and streamline support processes.
- Keep documentation updated for improved troubleshooting and facilitate knowledge transfer within the team.
- Guide junior analysts, facilitate training sessions, and enhance overall team performance.
- Coordinate updates with stakeholders and vendors for incident resolution and communicate effectively with business users.
- Resolve high-priority incidents, monitor application performance, conduct system health checks, and participate in incident reviews.
- Provide user support, manage escalations, and continuously evaluate and improve support workflows.
- Review performance metrics, track incident trends, and prepare reports on application health and RCA outcomes.
- Ensure issues are resolved within the agreed service level agreements (SLAs).
- Participate in regular team meetings and provide feedback on service improvements.
- Suggest and implement process improvements to enhance efficiency and customer satisfaction.
- Participate in ongoing training and professional development opportunities.
Your Expertise:
- Bachelors in Information Technology, Computer Science or related field
- 6 - 8 years in IT or application support, with deep knowledge of business-critical applications
- Relevant certifications such as ITIL, Tableau Certified Data Analyst, Tableau Desktop Certified Professional, Tableau Certified Consultant, etc.
- Strong application support expertise, database knowledge, understanding of IT infrastructure.
- Intermediate knowledge of SQL such as understanding join types, creating CTEs, and experience with 100+ line queries
- Excellent Communication, Customer Service , and collaboration abilities.
- Experience with ITSM tools like ServiceNow, Jira, or Remedy.
- Deep understanding of the domain, business processes, and the impact of application issues.
- Strong troubleshooting, root cause analysis and proactive problem management skills.
- Personal Attributes: Detail-Oriented, proactive, adaptable, with a focus on service excellence.
- Excellent verbal and written communication skills. Ability to convey complex information clearly and concisely.
- Experience operating with SLAs in a client-facing role in a production environment
- Ability to work effectively as part of a team and collaborate with other departments.
- Highly organized with the ability to manage multiple cases and tasks simultaneously.
- Flexible to work on-call schedule on weekdays and occasionally on weekends.
Nice to have:
- Experience with case management, automation, and service analytics within multiple collaboration applications.
- Intermediate SQL skillset
- Familiarity and hands-on experience with other collaboration applications support
Applied Value is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to , , , , , , , , protected veteran or disabled status, or genetic information . Hiring is contingent on candidate verifying their eligibility to work in the Singapore and passing a complete background check.
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Job Tags
Remote work, Relocation, Flexible hours, Weekend work, Weekday work,