Senior Analyst - Application Support [T500-21232]

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.

Position Overview:

The Cloud Application & Infrastructure Support Engineer is responsible for providing technical support for our business applications, ensuring their stability, performance, and usability, alongside supporting cloud infrastructure and acting as a key liaison between Level 1 Helpdesk, application development, and infrastructure teams, helping identify, troubleshoot, and resolve issues whilst continuously improving our systems.

Key Responsibilities:

• Provide 2nd and 3rd line support for internal and external users of cloud-hosted and hybrid business applications
• Monitor and manage application and infrastructure performance, availability, and capacity across cloud platforms (primarily Azure)
• Respond to system alerts and proactively identify areas for improvement using observability tools and telemetry data
• Investigate and resolve technical issues using code-level debugging, log analysis, and root cause analysis
• Work with APIs, databases, and middleware services to resolve integration and performance issues
• Collaborate with development, QA, infrastructure, and DevOps teams to deploy fixes, implement updates, and support CI/CD pipelines
• Manage incidents and service requests using ITSM tools, ensuring timely resolution and adherence to SLAs
• Create and maintain documentation for known issues, configuration changes, and operational procedures
• Participate in testing and validation of new features, patches, and infrastructure changes
• Support disaster recovery planning and execution for cloud-hosted applications.
• Participate in on-call rotation or provide out-of-hours support as required

Required Skills & Qualifications:

Technical Expertise:

• 5+ years of experience in application and infrastructure support, preferably in cloud environments
• Strong experience with Microsoft Azure (preferred), AWS, or GCP
• Proficient in C#.NET (.NET 4.5/4.0, .NET Core), JavaScript, and RESTful APIs
• Experience with microservices architecture and containerization (Docker, Kubernetes)
• Database experience in SQL Server and/or Oracle
• Familiarity with Infrastructure as Code (IaC) tools such as Terraform, ARM templates, or Bicep
• Experience with CI/CD tools such as Azure DevOps, GitHub Actions, Jenkins, or OctoDeploy
• Hands-on experience with monitoring and logging tools (e.g., Azure Monitor, App Insights, ELK Stack)
• Familiarity with agile methodologies and DevOps principles
• 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:

• Microsoft Certified: Azure Administrator Associate or Azure Solutions Architect Expert
• .NET certification and/or Microsoft Azure certification
• ITIL Foundation (preferred)
• .NET Certification (preferred)
• Fleet industry knowledge (a plus but not required)