Lead - Application Support

Description

• Serve as the primary front-line support contact for all CHIP platform applications including the Platform API, React shell frontend, authentication service, workflow engine, and domain microservices.
• Receive, categorize, prioritize, and track incidents and service requests through ServiceNow and Jira.
• Communicate proactively with users and stakeholders regarding issue status, expected resolution timelines, and any required user actions.
• Ensure all support tickets are handled in accordance with established CHIP SLAs, differentiating between P1 (platform down), P2 (degraded functionality), and P3/P4 (non-critical) severity tiers.

Operational Monitoring

• Monitor CHIP platform health using AWS CloudWatch dashboards, CloudWatch Logs Insights, and Grafana observability boards — covering API response times, error rates, and infrastructure metrics across ECS/EKS services.
• Monitor scheduled jobs and microservice workflows executed via Camunda and AWS Step Functions; identify failures, stuck tasks, and execution anomalies.
• Track database availability, connection pool saturation, and query error rates on the PostgreSQL/Aurora RDS clusters.
• Monitor Ping SSO integration health, authentication failure spikes, and JWT validation error patterns surfaced in CloudWatch.
• Execute predefined recovery actions — service restarts, workflow resubmissions etc.
• Escalate recurring or unresolved anomalies to L2 (BMS Hyderabad Engineering) with full diagnostic context.

Access & User Administration

• Support user onboarding activities, including CHIP application access setup, and RBAC role provisioning workflows.
• Process access requests using approved procedures, validating that required business approvals and security requirements are in place before acting.
• Assist users experiencing authentication failures, Ping SSO redirect issues, JWT token expiry errors, and RBAC permission denials.
• Coordinate with L2 for access changes that require direct database or role modifications beyond the L1 scope.

Runbook Execution

• Follow established CHIP runbooks, knowledge articles, and standard operating procedures stored in the GitHub repository (docs/runbooks/).
• Execute approved routine operational tasks: API health restarts, ECS task replacements, database connection resets, Camunda workflow resubmissions.
• Document all troubleshooting steps, actions taken, and resolution outcomes directly in the ServiceNow or Jira ticket.
• Identify gaps in existing runbooks and raise improvement requests to L2.

Issue Triage & Escalation

• Perform initial diagnosis to determine issue root cause, impact, and severity — distinguishing between application-layer bugs, infrastructure failures, data integrity issues, and user error.
• Gather supporting evidence: CloudWatch log excerpts, API error responses (HTTP status codes, stack traces from /api/* endpoints), database query results, screenshots, and user reproduction steps.
• Route escalated issues to L2 (BMS Hyderabad Engineering) with complete diagnostic context — do not escalate without attaching logs and reproduction steps.
• For P1/P2 incidents, follow the CHIP major incident escalation path: L1 → L2 BMS Hyderabad Engineering → L3 US Technical Delivery Leads, with bridges opened per the incident response procedure.
• Track escalated issues through resolution and communicate status updates to affected stakeholder

Qualifications

Highest qualification: University

• Develop and implement strategies to improve the quality and efficiency of the support services provided by the team. Identify opportunities for process improvements and automation, and work with Global Manager to implement these changes.
• Develop and maintain relationships with key stakeholders, including users and team managers.
• Work with Global Manager Front Line Application Support to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards.
• Work closely with Remote FLS Global Manager and report on the performance of the application support team, providing regular updates to senior management.
• Provide technical guidance, mentoring, leadership and support to the application support team, ensuring that team members have the necessary skills and knowledge to perform their roles effectively and the team members remain motivated and engaged. Team members will…
• be focused on identifying and resolving complex technical issues, ensuring the issues are resolved in a timely and efficient manner,
• document and record issues and escalations to help build a knowledge base, and
• escalate to the successful candidate as needed.
• Develop and maintain knowledge of CHIP infrastructure, ensuring that you are up to date with the latest features and functionality.
• Participate in training and development activities to enhance your skills and knowledge.
• Collect feedback and voice-of-customer and share with internal teams.
• Work closely with support team and global manager to develop and maintain policies and procedures for the application support team, ensuring that they are up-to-date and compliant with relevant regulations and standards

Required Qualifications

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, or related field.
• Experience in application support, platform operations, service desk, or technical operations roles.
• Hands-on experience with AWS CloudWatch — including dashboards, log groups, Logs Insights queries, and metric alarms.
• Solid SQL skills sufficient to validate data integrity, query PostgreSQL databases, inspect application records, and diagnose data-layer issues without modifying production data.
• Ability to navigate GitHub repositories to locate runbooks, configuration files, deployment documentation, and release notes. Familiarity with Git fundamentals: clone, pull, branch, commit.
• Experience with ITSM ticketing platforms: ServiceNow or Jira.
• Working knowledge of HTTP APIs — able to read API error responses, understand HTTP status codes (401, 403, 404, 500, 503), and use tools like curl or Postman to reproduce issues.
• Understanding of JWT authentication concepts: token structure, expiry, signature validation errors — sufficient to triage user-reported authentication failures.
• Strong troubleshooting and analytical skills; ability to isolate whether an issue is in the frontend, API, database, or identity layer.
• Excellent written and verbal communication skills; ability to communicate technical findings clearly to non-technical users and to L2 engineers.
• Ability to work within structured processes and adhere to operational procedures without deviation unless authorized by L2.
• Comfort working across time zones; coordination with L2 (Hyderabad, IST) and L3 (Seattle/NJ, PST/EST) is part of the daily operating model.