Applications Support Analyst

Job Summary The Applications Support Analyst (C10) is an intermediate-level individual contributor responsible for managing production and continuity of business (COB) deployments, release execution, day-to-day technical support, and operational maintenance across enterprise application suites. Applies standard technical and operational procedures to execute automated and manual releases (via tools such as Harness and uDeploy/IBM UrbanCode Deploy), validate Change Tasks (CTASKs), and troubleshoot production issues in a timely manner. Works collaboratively within a 24x7 operational support model, executing routine health checks, participating in Release on Demand (ROD) cycles, conducting incident triage, and escalating complex issues appropriately. Strong release management fundamentals, analytical capabilities, and communication skills are required. Key Responsibilities Release Management & CTASK Execution: Executes and owns production and COB release implementations against scheduled Change Tasks (CTASKs), ensuring strict adherence to enterprise Change Management governance, approval gates, and deployment windows. Deployment Automation & Tooling: Drives both Release on Demand (ROD) and planned/manual deployments utilizing continuous delivery and orchestration tools such as Harness, uDeploy (IBM UrbanCode Deploy), Bitbucket/Git, and associated CI/CD pipeline frameworks. Environment & Post-Deployment Validation: Coordinates and executes comprehensive pre-deployment health verifications, rollback procedures when necessary, and post-implementation checkouts across Production (PROD) and Continuity of Business (COB) disaster recovery environments. Operational Shift Support: Operates as a technical support practitioner within a 24x7 rotational shift environment, ensuring continuous system availability and structured shift handovers. Incident & Problem Resolution: Triages, investigates, and troubleshoots incoming application incidents and user queries, adhering to established Service Level Agreements (SLAs) and escalating severe issues promptly. Monitoring & Health Checks: Executes start-of-day checks, intra-day health monitoring, and system checkout procedures to proactively identify performance degradations, data discrepancies, or infrastructure failures. Stakeholder Collaboration: Serves as a primary liaison between business users, Release Management, Application Development (AD), and Infrastructure teams during deployment windows and incident resolution. Runbook & SOP Maintenance: Maintains, updates, and executes standard operating procedures (SOPs), deployment runbooks, and batch schedule configurations to ensure consistent operational execution. Problem Management & RCA: Participates in root cause analysis (RCA) investigations following production incidents or release failures to identify preventative controls and improve deployment reliability.