Technical Support Engineer

Job Description Job Title: Technical Support Engineer - Application Management Experience Level: 3-7 Years Key Responsibilities: Application Deployment & Management: - Manage the deployment of applications, including relevant upgrades and patches, across UAT, Production, and Disaster Recovery (DR) environments. - Oversee the deployment and basic administration of databases. - Ensure the continuous uptime and availability of applications, proactively identifying and resolving issues with minimal supervision. - Coordinate with internal infrastructure teams for any machine, OS, firmware, or networking upgrades and patches, ensuring application compatibility and stability. Technical Support & Troubleshooting: - Serve as the first point of contact for internal teams regarding application availability and performance issues. - Troubleshoot and resolve technical problems related to Linux, windows environments where the application is deployed. - Escalate complex issues to the application vendor and coordinate with them to ensure timely resolution and maintain service level agreements (SLAs). Security & Compliance: - Coordinate with internal security teams to conduct Vulnerability Assessment and Penetration Testing (VAPT) and any compliance related evaluations pertaining to the application. - Communicate findings from VAPT and compliance assessments to the application vendor. - Track and ensure the closure of all identified security vulnerabilities and compliance concerns by liaising between internal teams and the vendor. Automation & Process Improvement: - Utilize basic automation tools like Selenium to streamline repetitive processes and testing activities. - Work with API requests and understand network configurations, including IPs and ports, for effective troubleshooting and deployment. Coordination & Communication: - Demonstrate excellent communication and comprehension skills to effectively liaise with internal business users, technical teams, and external vendors. - Facilitate testing and deployment cycles by coordinating activities between all relevant stakeholders. - Verify with the vendor and internal teams that the application is working as expected after any upgrades or maintenance activities. Required Skills and Qualifications: Technical Skills: - Experience with CRMNEXT application ecosystem, deployment etc would be preferable. - Application/Web Servers : Tomcat, IIS, Apache, JBOSS etc. - Operating Systems: Proficiency in Linux, Windows, MacOS. - Databases: Hands-on experience with PostgreSQL, Oracle, MSSQL, MySQL, NoSQL deployment and knowledge of SQL/PL/SQL. - Application Environment: Experience supporting java, .NET , python, Go etc. based applications. - Security: Understanding of VAPT principles and processes. - Automation: Basic knowledge of automation tools like Selenium, Cucumber, Browserstack etc. - Knowledge of SSL, TLS v1.x etc is preferable. - Networking: Understanding of IP addresses, and ports. Experience: - 3-7 years of experience in a technical support, application support, or system deployment role. Soft Skills: - Problem-Solving: Strong analytical and troubleshooting skills with the ability to work independently. - Communication: Excellent written and verbal communication skills for effective coordination with technical and non-technical stakeholders. - Ownership: A proactive mindset with a strong sense of responsibility for application uptime and stability. - Collaboration: Ability to work effectively in a team-oriented, collaborative environment. Location & Work Environment: - Location: This is an in-office role based at our Mumbai location. - Company-Provided Equipment: To ensure secure and uninterrupted access to the HSL internal environment, a company-owned hardened and secure laptop will be provided. - Work Schedule & Availability: This role requires the flexibility to be available on weekends or during late evenings for planned patching, upgrades, and testing. Availability is also required on non-working days to participate in critical activities like application Disaster Recovery (DR) drills to ensure business continuity. Educational Background: Bachelor's Degree in a Technical Field, such as: - Computer Science - Information Technology - Software Engineering - Master's Degree (MCA, M.Tech, etc.) in a relevant field could be an added advantage, especially for candidates with less experience. - Certifications: Any relevant certifications would be good to have.