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Applications Support Engineer

2 months ago

Bangalore, India Ciel HR Full time

Job Description for Application Support Engineer :

Job Role : Application Support Engineer

Cost Center : INREIT

Work Experience : 1-3 Years and above

Skills : SQL query framing and deploying, Good Communication.

Expectations : Basic deployment and DB/SQL Query framing.

Roles and Responsibilities :

Support Engineers receive notification of incidents, diagnose and suggest a solution as quickly as possible, whilst providing support during its implementation. They also monitor more minor problems and take action, if necessary, to correct them or have them corrected. They ensure the correct functioning of production.

MAIN RESPONSIBILITIES :

- To ensure the correct functioning of production environment

- Take into account user requests (incidents and tickets) or seeing problems through to resolution

Anticipate incidents (monitoring) :

- Reproduce, diagnose and qualify problems

- Take corrective actions, directly at their own level, or by alerting other teams whilst prioritizing the more critical cases

- Following standard procedures for proper escalation of unresolved issues to the appropriate teams

- Check that developments sent into production function correctly

Continuous improvement :

- Monitor and implement KPIs (Key Performance Indicators)

- Leverage the incidents database: reminders, consolidation, trend analysis

- Implement corrective actions (correction of the main root causes)

- Participate in the improvement of technical and functional monitoring

- They take evolving user requirements into consideration and oversee their implementation

- Listen to user feedback, understand user challenges through routine interacting.

- Give continuous improvement suggestions/insight to the solution delivery team.

Training :

- Ensure the maintenance of low level support skills

- Drafting/Update of the necessary documentation

- Provide functional user training based on user needs

Tools :


- Handson experience in any of ticket monitoring tools

- Proficient on MS Excel or Google Sheets for summary and analysis

- Basic knowledge of SQL and Java are added advantage

- Ensure the protection of Personal Information (PI) and China Cyber Security Law (in compliance with the legal and ethical framework) and the security of data components

- Main self-managing skills

- Sense of responsibility


- Service and customer oriented


- Reactivity and ability to adapt


- Listening and communication skills


- Curiosity and open-mindedness


- Organised and methodical


- Ability to summarise and analyse

Main know-how :


- Good technical understanding as well as understanding of the user and their needs

- Detailed knowledge of Decathlon IS


- Work in a network and collaborate in a team

Communication :


- Confident speaker, able to adapt their language to different audiences, able to formalise, summarise, formulate ideas clearly and make suggestions

Manage priorities : English

- Interaction with other professions and roles

Peers :


- Employee's immediate team - Users - Any IT team who may be able to resolve the corresponding incident

Please do not apply if :

- You don't like to fail

- You like the idea of hierarchy and fancy designation

- Quick growth and exorbitant salary structures linked to those "titles"

- You believe only educational qualification will help you grow

- You like to work 9-5 kind of scenario (time is more important than quality of result)

- You want to be given clear SOP's and job descriptions

- You don't like Innovation Or New Ideas

- You like "Back Office Environment" - meaning, dedicated table/chair/stationary kind of environment

- You can't have a difference in opinion with your coach/ mentor/ team if its it linked to our purpose, vision OR challenge because you respect hierarchy/authority

- You rely on the company to take care of your "Work-Life" balance

- You expect company to increase the salary just because of "Years spent" OR because there is "inflation" without considering performance

(ref:hirist.tech)