Application Support Engineer

4 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 transfer and onboarding of new team members.

Compliance & Security

- Ensure all activities comply with organizational and customer security standards (HIPAA, GDPR, ISO 27001).
- Follow access and onboarding policies based on client environment guidelines.

Required Qualifications

- IBM Sterling B2B: In-depth experience in supporting and troubleshooting B2B integrations and translation flows.
- UiPath (RPA): Strong hands-on knowledge of bot monitoring, error handling, and RPA job management.
- Cloud & Databases:
- Solid experience with AWS RDS, Aurora PostgreSQL, SQL Server, DynamoDB
- Exposure to MySQL and GCP BigQuery is a strong plus.
- Incident Management: Proven track record of working under pressure and adhering to strict SLAs.
- Tools & Platforms: Experience with JIRA, ticketing systems, and monitoring tools.
- Soft Skills: Strong analytical thinking, communication, and ability to work independently with minimal supervision.

Preferred Experience

- 5–10 years of experience in production application support roles.
- Experience in multi-technology environments, with the ability to triage and resolve cross-platform issues efficiently.
- Familiarity with cloud-native monitoring and alerting tools is an advantage.

What We Offer

- Exposure to cutting-edge cloud and automation technologies.
- Opportunity to work with global teams and enterprise clients.
- Rotational flexibility and work-life balance initiatives.
- Supportive environment for continuous learning and upskilling.

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