Job Summary
As a Web Apps & API Support Specialist, you will ensure the operational stability of web applications, APIs, and search tools for pharmaceutical clients. Your focus will be on incident management, API troubleshooting, and maintaining high availability.
Key Responsibilities
• Provide support for web applications, Web APIs, search tools, and Swift-based solutions.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor application and API health using Dynatrace and BigPanda, identifying performance issues.
• Troubleshoot API failures, web application errors, and search functionality issues.
• Collaborate with development teams to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting procedures, and API documentation in Confluence.
• Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and basic automation using shell scripts.
• Coordinate with infrastructure teams for AWS/Azure-related issues.
• Provide user support and assist with basic application queries.
Skill Requirements
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 2+ years of experience in web application support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of web APIs, RESTful services, and search technologies is a plus.
• Excellent problem-solving, analytical, and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.
