Application Support Analyst

India
Permanent
Full-time

16 days ago

Requisition ID44253BRBusiness UnitCORJob DescriptionCDM Smith is seeking an Application Support Analyst to join our Digital Engineering Solutions team.
This individual will be part of the Development group within the Digital Engineering Solutions team, focusing
on supporting, maintaining, and optimizing cloud-based applications that facilitate CI/CD pipelines and
ensure seamless collaboration between software development and operations teams. An ideal candidate
will be a critical thinker, proactive, and highly interested in troubleshooting, analyzing, and enhancing the
performance of enterprise applications. This individual must showcase exceptional abilities in providing
technical support for AEC initiatives that utilize advanced technologies. As a member of the Digital
Engineering Solutions team, the Application Support group will engage in problem resolution and system
monitoring and provide guidance and oversight into the AEC practices at CDM Smith, assisting with the
implementation and support of innovative solutions arising from across the company. The ideal candidate
must have extensive experience in application support and demonstrate a commitment to continuous
improvement and a passion for delivering measurable impact through effective issue resolution and user
support.
The following are the key responsibilities for this position:

Take responsibility for the project and work independently in a collaborative environment.
Act as the primary escalation point for tier support when issues require functional analysis.
Diagnoses and resolves complex application issues related to performance, configuration, integration,

or data inconsistencies.

Perform root cause analysis (RCA) and implement permanent fixes or workarounds.
Ensure incidents are resolved within defined SLAs (Service Level Agreements), escalating to Tier 3

(the third level of technical support) or vendor teams when required.

Participate in major incident (P1/P2) management calls and post-incident reviews.
Analyze application logs, error messages, database queries, and system metrics to identify root

causes.

Support applications are hosted on cloud, on-prem, or hybrid environments.
Support application changes during release cycles, including pre- and post-deployment validation.
Assist with hotfixes, patches, and configuration changes.
Collaborate with DevOps and engineering teams during deployments to ensure stability.
Identify recurring issues and proactively raise problem tickets.
Recommend process improvements or application enhancements to reduce incident volume.
Proactively identify potential issues before they impact users.
Participate in on-call or rotational support as required.
Work closely with Tier 1 support, development teams, QA, DevOps, infrastructure, and vendors.
Communicate technical issues and resolutions to both technical and nontechnical stakeholders.
Create and maintain knowledge base articles, runbooks, and troubleshooting guides.
Document root causes, fixes, and lessons learned from incidents.
Provide knowledge transfer to Tier 1 teams to improve first-call resolution.
Provide advanced support to business users, product owners, and operational teams.
Ensure application support activities comply with security, audit, and regulatory requirements.
Knowledge of the Agile/Waterfall approach.

Skills and Abilities:

Ability to work independently while collaborating effectively with a team
Strong analytical and troubleshooting skills for complex, non-routine issues.
Ability to perform root cause analysis (RCA) and propose long-term corrective actions.
Experience handling P1/P2 incidents under pressure while maintaining composure.
Capability to prioritize incidents based on business impact and urgency.
Good communication and interpersonal skills required.
Working knowledge of coding, databases, and SQL for troubleshooting.
Ability to analyze application logs, error traces, and system metrics to identify root causes.
Experience supporting web, API-based, and batch applications.
Understanding of middleware, integrations, and messaging systems.
Exposure to CI/CD pipelines, release processes, and environment management.
Strong written communication for ticket updates, RCA documents, and knowledge articles.
Effective collaboration with Tier 1, development, QA, DevOps, infrastructure, and vendor teams.
Working experience of ITIL concepts (incident, problem, and change management).
Ability to achieve task deadlines and coordinate with other IT resources and end users.
Ability to support enterprise-class software systems and a successful track record of managing

priorities and resources personally.

Strong understanding of application architecture, system dependencies, and data flows.
Familiarity with cloud platforms (e.g., Azure, AWS, GCP) and hybrid environments.
Experience with monitoring and observability tools.
Ability to clearly explain technical issues to nontechnical stakeholders.
Confidence in participating in incident bridges, war rooms, and stakeholder updates.
Ability to create and maintain runbooks, troubleshooting guides, and FAQs.
Willingness to perform knowledge transfer to Tier 1 teams to improve first-contact resolution.
Discipline in keeping documentation current and accurate.
Understanding of change management and release processes.
Ability to validate applications during pre- and post-deployment phases.
Strong customer-service orientation with a focus on user experience and reliability.
Professional and empathetic approach when working with end users during incidents.
Strong problem-solving and critical-thinking abilities.
Willingness to participate in on-call or rotational support schedules.
Willingness to learn new technologies and tools.

GroupCOREmployment TypeRegularMinimum QualificationsBachelor's degree in computer science, information systems, information technology, software
engineering, computer engineering, or a related discipline.

3+ years of related work experience.
Equivalent additional directly related experience will be considered in lieu of a college degree.

Preferred QualificationsITIL or equivalent certification preferredWhy CDM Smith?Check out this video and find out why our team loves to work here!Join Us! CDM Smith - where amazing career journeys unfold.Imagine a place committed to offering an unmatched employee experience. Where you work on projects that are meaningful to you. Where you play an active part in shaping your career journey. Where your co-workers are invested in you and your success. Where you are encouraged and supported to do your very best and given the tools and resources to do so. Where it's a priority that the company takes good care of you and your family.Our employees are the heart of our company. As an employer of choice, our goal is to provide a challenging, progressive and inclusive work environment which fosters personal leadership, career growth and development for every employee. We value passionate individuals who challenge the norm, deliver world-class solutions and bring diverse perspectives. Join our team, and together we will make a difference and change the world.Agency DisclaimerAll vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Recruitment Center Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith and any resume submitted to any employee outside of CDM Smith Recruiting Center Team (RCT) will be considered property of CDM Smith. CDM Smith will not be held liable to pay a placement fee.Amount of Travel Required0%Assignment CategoryFulltime-RegularBackground Check and Drug Testing InformationCDM Smith Inc. and its divisions and subsidiaries (hereafter collectively referred to as “CDM Smith”) reserves the right to require background checks including criminal, employment, education, licensure, etc. as well as credit and motor vehicle when applicable for certain positions. In addition, CDM Smith may conduct drug testing for designated positions. Background checks are conducted after an offer of employment has been made in the United States. The timing of when background checks will be conducted on candidates for positions outside the United States will vary based on country statutory law but in no case, will the background check precede an interview. CDM Smith will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate. In addition, during employment individuals may be required by CDM Smith or a CDM Smith client to successfully complete additional background checks, including motor vehicle record as well as drug testing.

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