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▷ [3 Days Left] Application Support Engineer

3 months ago

Bengaluru, India Bytes To Bots consultancy services Full time
Role: Application Support Engineer

Experience: 3 - 6yrs

Location: Bangalore

Notice period: 0 - 15days

Experience in SQL, very good communication skill and Java experience is mandatory.

-- 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.