Mridul Bhattacharya

L1 Technical Support Engineer

TCS

01.2021 - Current

Application support on APAAS (Application Platform as a Service) cloud infrastructure involves providing Level 1 of support for applications hosted on platform. This level of support typically deals with more issues that pertains to APIs that belongs to Open Banking and Mobile Banking Applications
Responsibilities of Application Support on APAAS Cloud Infrastructure may include:
*Troubleshooting:* Investigating and resolving technical issues that arise within hosted applications, addressing bugs, errors, and performance issues.
*Incident and Change Management:* Managing incidents that are escalated from external stakeholders, ensuring timely resolution, and communicating updates to stakeholders.
*Performance Monitoring:* Monitoring performance of applications to identify and address potential bottlenecks, ensuring optimal functionality.
*Patch and Upgrade Management:* Applying patches and upgrades to application platform and related components to keep environment secure and up-to-date, as well as restart of servers
*Collaboration with Development Teams:* Working closely with application developers to understand and resolve issues related to application's code or configuration.
*Documentation:* Maintaining documentation for common issues, solutions, and procedures to streamline future problem resolution.
*User Communication:* Communicating with end-users and stakeholders regarding issue status, resolutions, and preventive measures.
*Automation:* Implementing automation for routine tasks to enhance efficiency and reduce manual intervention.
*Knowledge Transfer:* Providing training and knowledge transfer to L1 support and other relevant teams to improve first-contact resolution rates.
Maintenance of Markdown documents and Swagger files and their changes for external Apis on Akana Prod environment.
Life cycle management of Certificates of Apis and their maintenance and renewal through Certnow.
Live proving of APIs and their log monitoring through Splunk, Kibana and Technical Live proving through Soup UI.
Application support plays crucial role in ensuring reliability, performance, and security of applications hosted on APAAS cloud infrastructure, contributing to seamless user experience.
*Achievements.* Received Certificate for excellent maintenance and support for L2 and L3 Barclays teams