Application Support Engineer

2 weeks ago


Hyderabad, India GHX Full time
Position works closely with Support, Development/QA, Implementation, Infrastructure, and Product Management to ensure applications are operating 24x7. Evaluates new technologies for adoption with a commitment to automation to ensure efficient operations. Helps drive technology standards adoption and definition. Supports production and Integration environments at an admin level. Work oncall rotation that requires after hours scheduled and unplanned work. Hybrid work position.Essential Duties and ResponsibilitiesImplement task automation and business workflow monitoring through scripting or other technologies.Work Customer issues in assigned SalesForce queue by troubleshooting application issues, and closing the loop with all parties involved.Contribute to the definition and management of application layer technology standards and processes including but not limited to: software version, configuration management, load balancing, database connectivity, and release/maintenance management.Monitoring tool administration (New Relic, Datadog, Cloudwatch, PRTG, PagerDuty, Graylog, Kibana, custom scripts).Support new customer implementations and the transitions from lower environments to production support.Respond to technical application questions and issues raised by customers in support of our Operating Level agreements. Handle escalations using a swarming methodology. Available in Hip Chat and Skype rooms during business hours.Respond to off hour’s pages and escalations.Participates in maintenance, performance testing, operations acceptance testing (OAT) and / or release activities as required.Administer assigned JIRA ticket queues and follow up with appropriate parties. Regularly, clearly and effectively communicate pertinent information to team members, management and customers according to Support service level standards.Provide feedback to product and development teams to improve usability and functionality of GHX applications. Use Agile methodology (JIRA Agile) to manage projects and work independently.Adopt and participate in Knowledge Centered Support (KCS) by creating and modifying articles in SalesForce. Articles should be sufficient to resolve cases and major service disruptions.Other duties as assigned.Qualifications4+ years of Application Support or related experience.Must be able to work from own initiative, learn quickly, and function effectively with team members in a high pressure and dynamic environment.Must demonstrate effective listening, verbal and written communication skills.J2EE or .Net application production/customer support experience.Customer-focused attitude.Experience with task automation.Experience with environment monitoring tools (Cloudwatch/Datadog/PagerDuty/etc...).Amazon Web Services (AWS) or cloud based architecture support experience.Ability to understand and work with complex enterprise application environments.Strong attention to detail and ability to follow established procedures.Familiarity with ITIL or MOF Change Management concepts (desired)Familiarity with Oracle/SQL Server and RDBMS concepts (desired)Supervisory or lead experience (desired)

Technical Skills (must have a subset of the following):Windows and Unix OS proficiency (required)AWS – Amazon Web Services (preferred)Python, Perl, Unix and/or Windows scripting experience (preferred)JBoss Application Server AdministrationJSON and restful API experienceWebMethods Server AdministrationApache Tomcat AdministrationIIS Application Server AdministrationApache AdministrationUnderstanding of OSI ModelJVM monitoring tools (jvmstat, etc.)Network monitoring (snoop, NetMon)Solaris AdministrationEDI (ANSI/X12), and XML knowledgeHTTPS, AS2, SFTP protocolsMySQL, MongoDB, DynamoDB, MSSQL, OracleEducation / Certification(s)4-year degree in computer science or related field or equivalent experience (required)Solaris/Linux Certification (Preferred)AWS Certified SysOps Administrator (Preferred)CCNA

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