Application Support Engineer

4 weeks ago

bangalore, India Laerdal Bangalore Full time
We are seeking a dedicated Application Support Engineer with a background in product operations to join our dynamic team. The ideal candidate should possess a strong technical background, exceptional problem-solving skills.
Tech Expertise:
MySQL Expertise: Troubleshoot and optimize database queries, configurations, and performance issues in MySQL databases.
Java Proficiency: Analyze Java code, diagnose bugs, and provide code-level support for Java-based applications.
CI/CD Basics: Understand and contribute to Continuous Integration/Continuous Deployment (CI/CD) pipelines, including version control using tools like Git.
Debugging Skills: Utilize debugging techniques and tools to identify and resolve software bugs and issues efficiently.
Logging and Monitoring: Experience using logging frameworks (e.g., Log4j) and monitoring tools (e.g., Nagios, Prometheus) to track application performance and troubleshoot errors.
Rest API Basics: Understand and troubleshoot issues related to RESTful APIs, including authentication, request handling, and response parsing.
Cloud Basics Knowledge: Familiarity with cloud computing concepts and platforms (e.g., AWS, Azure, Google Cloud) to support applications deployed in cloud environments.
Python (Good to Have): Ability to write and understand Python scripts for automation tasks or custom tooling, enhancing support capabilities.
Ticket Documentation: Accurately document incidents, resolutions, and troubleshooting steps in ticketing systems like Jira or Salesforce for future reference and knowledge sharing.
Incident Management: Manage and prioritize support tickets according to severity levels, ensuring timely resolution and adherence to service level agreements (SLAs).
Jira/Salesforce Experience: Work with ticketing and issue tracking systems like Jira or Salesforce, updating ticket statuses, assigning tasks, and collaborating with cross-functional teams.
Communication Skills: Communicate effectively with users, stakeholders, and team members, providing clear and concise updates on incident status, resolution progress, and post-incident reviews.
Problem-Solving Abilities: Apply analytical and problem-solving skills to identify underlying causes of issues, propose solutions, and implement preventive measures to avoid recurrence.
Technical Support: Provide Level 2 technical support to users and stakeholders, addressing complex issues related to supported applications.
3- 5 years in development and maintenance of applications
Troubleshoot issues in production environments.
Implement ITIL best practices, resulting in quicker more accurate service to the customers.
Ensure Client SLAs are met - Manage deliverables for critical applications by working with Business users and understand the IT/business SLA’s
Troubleshoot Major Incidents, involving and engaging all necessary teams, create post mortems, and ensure closure of incident
Respond to user issues, working with the Development team or external support teams for the resolution.
Contribute to and maintain support knowledge base.
Monitor and support production applications and environments
Participate in deployment and configuration management activities.
Research issues to ensure service level agreements are met, and research application, data, and database related issues
Collaborate with Dev/L3s on incidents/issue triages and release/change review meetings as well as identify enhancements for application platform stabilization.
Good to Have:
Understanding of ITIL and ITSM frameworks.
Understanding of the software delivery lifecycle.
Knowledge about transactional systems is mandatory
Adept in the development of automated tools, systems, and services in multiple technology domains with excellent debugging and trouble shooting skills
Exposure to health care /Retail domain
Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.
Strong business acumen, communication and presentation skills.

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