WeareHCLTech,oneofthefastest-growinglargetechcompaniesintheworldandhometo219,000+peopleacross54countries,superchargingprogressthroughindustry-leadingcapabilitiescenteredaroundDigital,EngineeringandCloud.Thedrivingforcebehindthatwork,ourpeople,arediverse,creative,andpassionate,raisingthebarforexcellenceonaregularbasis.We,inturn,workhardtobringoutthebestinthemaswestrivetohelpthemfindtheirsparkandbecomethebestversionofthemselvesthattheycanbe.

Location: Melbourne

ContractDuration: 12MonthsFixedTermContract(FTC)

Job Summary

We are seeking a highly motivated and detail-oriented Application Support Engineer / Production Support Analyst to monitor, support, and enhance business-critical applications. The ideal candidate will be responsible for production monitoring, incident management, troubleshooting, root cause analysis, and ensuring application availability through proactive monitoring and observability practices. The role requires expertise in Azure monitoring tools, log analysis, database validation, and collaboration with engineering teams to maintain application stability and performance.

Key Responsibilities

Application Monitoring & Observability

- Monitor application performance, availability, and overall system health using Azure Application Insights and Azure Monitor.
- Perform real-time telemetry analysis and KPI tracking to ensure application reliability and service continuity.
- Design, develop, and maintain Azure Dashboards and Workbooks to provide comprehensive operational visibility and facilitate informed decision-making.
- Configure, manage, and optimize Azure Alerts based on application behavior and predefined thresholds for proactive issue detection.
- Manage the complete incident lifecycle including incident identification, categorization, prioritization, escalation, resolution, and closure.




- Conduct thorough Root Cause Analysis (RCA) for production incidents and implement preventive measures to minimize recurrence.
- Ensure timely communication and updates to stakeholders during incident resolution activities.
- Collaborate with development and engineering teams to prioritize defect resolution and improve application stability.
- KQL - write and query using KQL in Azure (Expert level)
- Monitor Kubernetes and clusters - query AKS
- Regex Skills
- Monitoring Firewall - Imperva or equivalent
- Review code (basic level)
- Investigate application errors, performance bottlenecks, usage patterns, dependencies, and distributed traces to identify root causes.
- Utilize observability tools such as Sentry and FullStory to investigate exceptions, crash reports, release impacts, and user experience issues.

Process Improvement & Documentation

- Develop and maintain technical documentation, operational runbooks, support procedures, and knowledge base articles.
- Identify opportunities for automation, monitoring optimization, and process improvements to enhance operational efficiency.
- Contribute to continuous service improvement initiatives and reliability engineering practices.

Required Technical Skills

Monitoring & Observability Tools

- Sentry
- FullStory
- ServiceNow
- Root Cause Analysis (RCA)

API Testing & Validation

- Postman
- Jira
- Confluence

Core Competencies





- Application Support & Production Support
- Production Monitoring & Observability
- Troubleshooting & Problem Solving
- Root Cause Analysis (RCA)
- Log Analysis & Performance Monitoring
- Stakeholder Management
- Process Improvement & Automation
- Technical Documentation
- Cross-functional Collaboration

Preferred Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience supporting enterprise-level applications in a production workplace.

Understanding of ITIL processes and Service Management best practices.

Exposure to cloud-native monitoring and observability solutions.

Experience Required

3-7 years of experience in Application Support, Production Support, Site Reliability, or Application Monitoring roles.

Hands-on experience with Azure monitoring ecosystem, log analysis, incident management, and production troubleshooting.

Experience working in Agile and DevOps-driven environments is preferred.

WhyUs

Weareoneofthefastest-growinglargetechcompaniesintheworld,withofficesin50+countriesacrosstheglobeand219,000employes.Ourcompanyisextremelydiversewith165nationalitiesrepresented.

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📌 Application Support Engineer (Azure Monitoring & Incident Management) (Melbourne)
🏢 HCL Technologies
📍 Melbourne