Enterprise System Support Professional

2 days ago

Malappuram, Kerala, India beBeeApplication Full time ₹ 18,00,000 - ₹ 23,00,000

We are seeking a skilled Application Support Specialist to join our support team. In this role, you will be responsible for monitoring and resolving issues with enterprise-grade systems.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work effectively during off-hours and in a rotational shift model.

### Key Responsibilities
  • Monitor and manage support tickets via JIRA and email.
  • Troubleshoot and resolve issues across multiple platforms, including IBM Sterling B2B integrations and translation services, UiPath RPA workflows and orchestrations, and various database systems.
  • 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.
  • Proactively escalate critical issues per escalation protocols.
### 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.
  • Contribute to knowledge transfer and onboarding of new team members.
### Compliance & Security
  • Ensure all activities comply with organizational and customer security standards.
  • Follow access and onboarding policies based on client environment guidelines.
### Required Qualifications
  • In-depth experience in supporting and troubleshooting B2B integrations and translation flows.
  • Strong hands-on knowledge of bot monitoring, error handling, and RPA job management.
  • 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 of 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
  • Opportunity to work with global teams and clients.
  • Rotational flexibility and work-life balance initiatives.
  • Supportive environment for continuous learning and upskilling.

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