Application Support Engineer

3 weeks ago

India Cloudran Communication LLC Full time
About the Role

We are looking for a highly skilled and proactive Application Support Engineer to join our global support team. In this role, you will be responsible for the monitoring, incident response, and issue resolution of enterprise-grade systems including IBM Sterling B2B , UiPath RPA bots , and various cloud-native database platforms (AWS RDS, Aurora PostgreSQL, DynamoDB, GCP BigQuery, etc.).

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work effectively during off-hours and in a rotational shift model .

Key Responsibilities Production Support & Incident Management
  • Monitor and manage support tickets via JIRA and email.
  • Troubleshoot and resolve issues across:
  • IBM Sterling B2B integrations and translation services
  • UiPath RPA workflows and orchestrations
  • Database systems: SQL Server , Aurora PostgreSQL , MySQL , DynamoDB , and BigQuery
  • Meet defined SLAs for incident response and resolution (e.g., 15-min response, 1-hour resolution).
System Monitoring & Maintenance
  • Perform regular health checks and performance monitoring of applications, integrations, and databases.
  • Assist with deployment validations, patch installations, and performance tuning as needed.
  • Proactively escalate critical issues per escalation protocols.
Shift & Availability
  • Provide support coverage 4 days a week in rotational shifts , including off-hours and weekends as required.
Documentation & Knowledge Sharing
  • Maintain accurate and up-to-date incident logs.
  • Create and update knowledge base articles , SOPs, and troubleshooting documentation.
  • Contribute to knowledge

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