Sr Support Engineer/Application Support

Job Description Scope - Deliver flawless application support to BY customers by resolving complex solution issues - Drive, as a lead SME, the resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. - Implement Advanced Quality Prevention plans to improve solution and service reliability - Deepen competency on end-to-end solution architecture, performance engineering, and relevant SaaS tools OR business processes and industry domain - Own customer solution and enhances solution stability and service quality, eventually enabling an increase in customer satisfaction, consumption and adoption of the service - Engage early in customer implementation projects to provide solution design and architecture inputs from operability and reliability perspectives and to ensure seamless delivery continuum into Operate through phased go-lives. - Act as a Senior solution SME providing mentorship to Support Engineers, delivering product/technical training and supporting in improving the capability and delivery quality of the team. - Adopt AI into day-to-day operations Our Current Technical Environment i. Demonstrates strong technical expertise as required to support concerned solution, for e.g., - DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. - Code debugging - Platform support engineering (ex: API and/or Mulesoft integration troubleshooting) - Troubleshooting Mobile application issues ii. Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: - to monitor application health and to investigate application issues. - to analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues Work Schedule: Rotational Shifts - This role involves rotational shifts, including night shifts, to provide 24/7 application support. - Flexibility to work weekends and public holidays as per shift schedule. - Ability to handle responsibilities independently during off-hours. What You'll Do - Delivers excellent customer experience by driving resolution of customer issues of high complexity and criticality including non-functional / performance related issues. - provides direction and inputs for Root Cause analysis and proposes prevention ideas. - guides/assists team members to resolve medium complexity issues. - Proactively implements Advanced Quality Prevention quality plans including but not limited to regular and proactive solution health monitoring process, tools and procedures validation frameworks post application patching, upgrades and maintenance - Guides the team to plan and implement early detection and resolution as well as outflow and recurrence prevention quality strategies - Drives/leads resolution of escalated and complex issues in collaboration with multiple BY and customer stakeholders. - Keeps a track of adoption and consumption numbers and analyzing the trends and providing inputs for improvement. - Owns solution for customers. - Positively and proactively collaborates with TAM to drive CSM to support plans to improve SAAS consumption, adoption, and business value - Consistently achieves high customer satisfaction and makes positive impact on NPS scores by displaying end-to-end ownership, engagement, and pro-activeness - Monitor and correct solution performance, stability, and sizing during customer roll-out phase - Early engagement in customer implementation projects including agile/multi-sprint projects - to provide inputs during project phases to improve scalability, reliability, operability, and profitability of solution - to gain very good understanding of customer business process, solution, and architecture - to ensure seamless delivery continuum into Operate through phased go-lives. - demonstrate high competency in end to end solution architecture, performance engineering and relevant SaaS tools and technologies OR business processes and industry domain - act as Senior Subject Matter Expert providing mentorship to Support Engineers, delivers product/technical trainings and as JIRA Gatekeeper to review and prevent inflow of WAD JIRA to PD. What We Are Looking For - Bachelor's degree (STEM preferred) and minimum 5 to 8 years of experience in Customer Support or Product Support - OS & Platform: Windows Server (2012/2016/2019), Azure/AWS/GCP or any OnPrem Data centers - Java/.net Application Troubleshooting: Log analysis, exception tracing, thread/heap dumps - Web & App Servers: Apache Tomcat, WebLogic, IIS etc - Scripting: PowerShell, Python or any scripting language - Databases: SQL Server, Oracle basic SQL for issue tracing - Networking Basics: Ports, firewalls, load balancer flow understanding - Monitoring & Logging Tools: Splunk, AppDynamics or any relevant tools - ITSM & Ticketing: ServiceNow, JIRA - Experience with Splunk for log monitoring and alert setup - Familiarity with AppDynamics or similar APM tools for performance troubleshooting - Azure Basic/Administrator certification or hands-on cloud admin experience - Understanding of Generative AI concepts and tools (e.g., GitHub Copilot) - Exposure to microservices, REST APIs, JSON/XML - Experience in applying AI-powered analytics tools for operations performance monitoring and forecasting. - Exposure to AI-based process automation to streamline repetitive tasks and improve efficiency. - Familiarity with Generative AI tools for documentation, reporting, and knowledge management. Our Values If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success and the success of our customers. Does your heart beat like ours Find out here: Core Values All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.