Technical Support Engineer

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.