Application Support Analyst

Job Description: Application Support Analyst – L1.5 (Rally & Clarity Platforms) Location: India (Hyderabad / Offshore) Employment Type: Full-Time Experience Level: 2–5 Years (flexible for strong Rally/Clarity expertise) Job Summary HIG is seeking an Application Support Analyst – L1.5 to provide production support for enterprise agile enablement tools and platforms, including Rally, Clarity, and related agile enablement capabilities. This role sits between traditional L1 service desk support and L2/L3 engineering teams. The analyst will focus on incident triage, request fulfillment, monitoring, and proactive issue mitigation, ensuring platform stability and timely escalation of complex issues.

This is a hands-on operational support role requiring demonstrated expertise in Rally and Clarity, strong troubleshooting skills, and experience working in SLA-driven production environments. Key Responsibilities Incident & Request Support (L1.5) Provide Level 1.5 production support for incidents and service requests related to Rally, Clarity, and other agile enablement tools and platforms. Perform initial triage, impact assessment, troubleshooting, and resolution for functional and operational issues.

Escalate incidents to L2/L3 engineering or SRE teams with clear documentation, logs, and supporting evidence. Ensure accurate and timely updates to tickets throughout the incident and request lifecycle. Rally & Clarity Operational Support Provide operational support for Rally and Clarity, including user access, configuration-related issues, data validation, and functional troubleshooting.

Support business users by resolving platform-related questions and operational defects within defined support boundaries. Monitor platform usage and recurring issues, contributing to problem management and continuous improvement efforts. Clarity Job, Script, and Process Monitoring Monitor and mitigate issues related to Clarity scheduled jobs, scripts, and background processes.

Investigate job failures, delays, or data inconsistencies and perform recovery actions where applicable. Coordinate escalation and remediation with engineering teams when deeper intervention is required. AWS Lambda & Platform Monitoring (Operational) Monitor the health and execution status of team-owned AWS Lambda–based processes supporting agile enablement tools and platforms.

Identify failures, retries, or abnormal behavior using logs, dashboards, and alerts. Escalate issues with appropriate diagnostic context; this role does not own Lambda development or architecture. Incident Management & Communication Participate in incident bridges and provide real-time operational updates during production incidents.

Collaborate effectively with onshore and offshore teams to ensure timely resolution and stakeholder communication. Contribute operational findings to root cause analysis (RCA) and post-incident reviews. Documentation & Continuous Improvement Maintain and update operational runbooks, troubleshooting guides, and standard operating procedures.

Identify recurring issues and recommend improvements to monitoring, alerting, or support workflows. Support transition activities for new features or integrations entering production support. Role Scope & Boundaries This role focuses on operational support and stability, not application development.

The analyst does not own application code changes, feature development, or platform architecture. AWS Lambda responsibilities are monitoring and escalation only; remediation involving code changes is owned by L2/L3 engineering or SRE teams. Qualifications & Skillset Required Qualifications Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. 2–5 years of experience in application production support, L1.5/L2 support, or platform operations.

Strong hands-on experience supporting Rally and Clarity in a production environment. Experience supporting SaaS or enterprise platforms with business-critical usage. Familiarity with ITSM processes, incident/request management, and SLA-driven support models.

Experience using ticketing tools such as ServiceNow or Jira Service Management. Strong analytical, troubleshooting, and communication skills. Nice to Have Exposure to agile enablement tools and platforms, portfolio management, or enterprise reporting systems.

Basic operational familiarity with AWS services, particularly Lambda, from a monitoring perspective. Understanding of ITIL concepts, DevOps, or SRE operational practices. Work Model & Support Expectations Willingness to participate in rotational shifts aligned to US business hours.

Availability for incident support outside standard hours as required to meet business needs. Career Progression Successful candidates may progress into L2 platform support, reliability engineering enablement, or SRE-aligned roles based on performance, skill development, and organizational needs. What Success Looks Like Incidents are triaged quickly and escalated with high-quality diagnostic context.

Rally and Clarity platforms remain stable and trusted by business users. Job and process failures are detected early and mitigated proactively. Engineering teams receive clear, actionable operational insights that accelerate resolution.