1.1 Role of Application Support

  – Overview of Application Support.

  – Key responsibilities: Troubleshooting, incident management, monitoring.

  – Types of software and applications supported.

  – Common industries for Application Support roles.

1.2 Understanding the Application Lifecycle

  – Software development lifecycle (SDLC).

  – Role of support at various stages.

1.3 Introduction to ITIL Framework

  – ITIL Basics: Incident, Problem, Change Management.

  – Service request handling.

  – Understanding SLAs (Service Level Agreements) and KPIs.

2.1 Operating Systems Overview

  – Basics of Windows and Linux OS.

  – Working with the command line (Linux/Unix).

  – File system management, permissions, and processes.

2.2 Server Infrastructure Basics

  – Introduction to servers and virtual machines.

  – Server roles (Web, Database, File Servers).

  – Basic server troubleshooting techniques.

2.3 Monitoring and Logging

  – Tools for system monitoring (Nagios, Zabbix, SolarWinds).

  – Understanding logs (Windows Event Viewer, Linux Syslog).

  – How to troubleshoot using logs.

3.1 Networking Basics for Application Support

  – TCP/IP model, OSI layers.

  – IP addressing, subnetting, DNS, DHCP, and firewalls.

  – Troubleshooting common network issues (ping, tracert, netstat).

3.2 Database Fundamentals

  – Understanding SQL and NoSQL databases.

  – Basic database queries (SELECT, INSERT, UPDATE, DELETE).

  – Database troubleshooting (timeouts, performance issues).

  – Working with database logs.

4.1 Application Monitoring Tools

  – Introduction to monitoring tools (Splunk, Dynatrace, New Relic).

  – Performance monitoring: CPU, memory, disk usage.

  – Application-specific metrics and logs.

4.2 Debugging and Troubleshooting Techniques

  – Basic debugging techniques for web and desktop applications.

  – Common errors (500 errors, database connection issues, etc.).

  – Memory leak detection, load balancing, and high availability.

5.1 Incident Management Best Practices

  – Difference between incidents and problems.

  – How to handle high-priority incidents.

  – Communication during incidents (creating clear incident reports).

5.2 Root Cause Analysis (RCA)

  – Steps for conducting RCA.

  – Documenting lessons learned.

5.3 Change Management

  – Understanding Change Requests (CR).

  – Evaluating the impact of changes.

  – Rollback plans and risk mitigation.

6.1 Introduction to Scripting Languages

  – Shell scripting basics (bash scripting for Linux).

  – PowerShell for Windows.

  – Automating repetitive tasks (log monitoring, backup processes).

6.2 Automation Tools

  – Introduction to Ansible, Jenkins.

  – Writing simple playbooks to automate basic tasks.

6.3 Continuous Monitoring

  – Automated alerts and notifications (setting thresholds).

  – Integrating monitoring tools with incident management systems.

7.1 Effective Communication with Stakeholders

  – How to communicate technical issues to non-technical teams.

  – Writing effective incident reports.

  – Handling escalations and customer feedback.

7.2 Collaboration Tools

  – Working with tools like Jira, Confluence, Slack, and ServiceNow.

  – Ticketing systems overview.

8.1 Real-World Project

  – Students will work on real-world application support cases.

  – Simulate incidents, document troubleshooting, and implement fixes.

  – Presenting findings and lessons learned.

8.2 Job-Readiness Preparation

  – Resume writing and interview tips.

  – Mock interviews based on real-world support scenarios.

  – Preparing for technical tests and assessments.