Senior Analyst - Application Support [T500-19194]

About H.E. Services:

At H.E. Services vibrant tech Center in Hyderabad, you will have the opportunity to contribute to technology innovation for Holman Automotive, a leading American fleet management and automotive services company. Our goal is to continue investing in people, processes, and facilities to ensure expansion in a way that allows us to support our customers and develop new tech solutions.

Holman has come a long way during its first 100 years in business. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and up fitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Join us and be part of a team that's transforming the way Holman operates, creating a more efficient, data-driven, and customer-centric future.

Roles & Responsibilities:

• Provide 2nd and 3rd line support for internal and external users of key business applications
• Monitor and manage application performance, availability and capacity. Respond to system alerts to maintain uptime and reliability. Proactively identify areas for improvement
• Investigate, troubleshoot and resolve technical issues using code-level debugging, log analysis and root cause analysis, escalating to development teams when necessary
• Diagnose and resolve integration issues across APIs, databases, middleware and third-party systems
• Participate in post-incident reviews, contributing technical insights, root cause analysis, and recommending preventive actions
• Collaborate with cross functional teams: development, QA and infrastructure to troubleshoot bugs, deploy fixes and implement updates following established processes
• Collaborate with vendors to escalate issues when necessary and ensure timely resolution
• Manage and track incidents and service requests using ticketing system
• Create and maintain detailed documentation for known issues, configuration changes and procedures
• Contribute to testing and validation of new features, patches and configuration changes
• Participate in on-call rotation or provide out-of-hours support as required

Required Skills & Qualifications:

• Technical Expertise:
• 5+ years of application support experience
• Ability to Analyse raw data to identify trends, patterns, anomalies and other helpful information
• Proficient in programming languages C#.NET (.NET 4.5/4.0, .NET Core), JavaScript
• Strong experience with web-based applications, RESTful APIs and microservice based architectures
• Database experience in SQL Server and/or Oracle
• Ability to read and debug source code and logs to identify issues and propose technical solutions
• Hands-on experience with cloud technologies, specifically Microsoft Azure
• Experience working in agile teams using tools such as Azure Dev Ops, Git, OctoDeploy
• Familiarity with DevOps principles and tools such as CI/CD pipelines

Soft Skills & Business Acumen:

• Ability to work independently and collaboratively in a global team environment
• Strong problem-solving skills with the ability to translate technical issues into business language
• Excellent communication skills, both written and verbal and ability to interact with both technical and non-technical stakeholders
• Experience working with SaaS providers and third-party business partners
• Ability to manage and prioritise incident tickets according to SLAs, ensuring timely resolution and minimal disruption to business operations

Preferred Qualifications & Experience:

• .NET certification and / or Microsoft Azure certification
• Experience with cloud platforms like Azure or AWS
• Understanding of agile methodologies and working in DevOps environments
• Fleet industry knowledge (a plus but not required)