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2 days ago
Job Title: Application Support Engineer
Job DescriptionWe are seeking a talented Technical Operations Specialist to provide second-level support for our Real-Time Processing Rail operations. The ideal candidate will have expertise in monitoring, troubleshooting, and escalating critical issues.
Main Responsibilities:- Execute regular system checklists.
- Monitor SiteScope and Splunk alerts and ServiceNow incidents.
- Perform initial triage and escalate to onshore/offshore leads or level-three support.
- Investigate transaction failures and API errors using logs and SQL queries.
- Log incidents and resolutions in ServiceNow and Confluence.
- Employ thorough documentation practices to ensure seamless shift handovers.
- Splunk, SiteScope, AWS (Aurora), SQL.
- REST API debugging, ServiceNow, Confluence.
- Basic knowledge of Java or Python programming languages is an asset.
This role provides weekend level-one coverage for our Real-Time Processing Rail operations, focusing on real-time monitoring, basic troubleshooting, and incident logging. The ideal candidate will have strong analytical skills and be able to work independently.
- Monitor SiteScope and Splunk alerts and ServiceNow incidents.
- Verify alerts against known issues and standard operating procedures.
- Acknowledge high-priority alerts within the service-level agreement (5/15 minutes).
- Apply predefined troubleshooting steps and update tickets.
- Escalate to level-two on-call support as needed.
- Document incidents and handoffs for onshore/offshore teams.
The successful candidate will possess excellent communication and problem-solving skills, with the ability to work effectively in a team environment.
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