Enterprise Systems Support Professional

5 days ago

Palakkad, Kerala, India beBeeApplication Full time ₹ 80,00,000 - ₹ 1,20,00,000
Production Application Support Specialist

We are seeking a skilled Production Application Support Specialist to join our global support team.

About the Role

This is a critical role in ensuring the smooth operation of enterprise-grade systems, including IBM Sterling B2B and UiPath RPA bots.

The ideal candidate will have strong technical skills, excellent problem-solving abilities, and the ability to work effectively during off-hours and rotational shifts.

Key Responsibilities
  • Monitor and manage support tickets via JIRA and email.
  • Troubleshoot and resolve issues across multiple platforms, including IBM Sterling B2B integrations, UiPath RPA workflows, and database systems such as SQL Server and Aurora PostgreSQL.
  • 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.
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.
Compliance & Security
  • Ensure all activities comply with organizational and customer security standards.
  • Follow access and onboarding policies based on client environment guidelines.
Required Qualifications
  • IBM Sterling B2B: In-depth experience 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 working under pressure and adhering to strict SLAs.
  • Tools & Platforms: Experience with JIRA, ticketing systems, and monitoring tools.
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.
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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