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Support Engineer

1 month ago

CochinKochiChennai, India Careergreen Solutions Full time

Job Overview


The Application Support Engineer will be responsible for monitoring and handling user issues of implemented Automation Solutions in a timely manner based on agreed business service levels, accounting for 20% of their time. The remaining 80% of the role will involve the development of new and existing applications across various technologies, including AI Digital Assistants, RPA, and bespoke in-house products built on C# and .NET frameworks.


Key Responsibilities



  • Providing support for Applications and Services, performing investigations, resolving customer issues, and addressing customer queries in line with agreed Service Level Agreements.
  • Regular monitoring of Applications, ensuring the stability of the service, and taking proactive actions to minimize impact to clients where required.
  • Prioritizing defects for resolution, including planning the testing of fixes.
  • Ability to manage incidents and owning and escalating out-of-hours severity issues where required.
  • Ensuring compliance with the Automation CoE policy, standards, and guidelines.
  • Ensuring the platform meets relevant security standards and policies.
  • Adhering to ITIL policies and processes, such as change management, incident management, and problem management.
  • Providing concise reporting to Team Leader/Head of Application Support and the CoE team.

Requirements



  • Degree in Computer Science or related IT discipline and 3-5 years' experience in development and/or Application Support.
  • Experience with UI Path, Power Automate, and similar technologies such as Blue Prism and Automation Anywhere.
  • Possession of development skills in one or more of the following areas: UI Path, .NET, C#, SQL, Software Design, and Data Analytics.
  • Knowledge of Incident Management, Change-Management Process, and ITIL standards.
  • Excellent understanding and application of development standards, testing, change, and release cycle.
  • Strong attention to detail and analytical skills.
  • Excellent communication skills.
  • Proven ability to independently overcome obstacles and resolve complex problems.
  • Open to working in pre-planned monthly rotational shifts.