Application Support Engineer

1 day ago

Hyderabad, Telangana, India Harsco Full time ₹ 40,00,000 - ₹ 80,00,000 per year

Job Summary:

As an Application Support Engineer, you will be responsible for ensuring the smooth operation and reliability of enterprise-level applications, with a primary focus on supporting the Kronos payroll application. Your role involves troubleshooting application issues, resolving ServiceNow and mailbox tickets promptly, and collaborating with cross-functional teams to maintain high system availability and performance. While the focus is on application support, you will also contribute to quality assurance activities such as validating fixes and performing regression checks when necessary.

Key Responsibilities:

Application Support & Incident Management:

  • Provide technical support for enterprise-level application systems, ensuring minimal downtime and quick resolution of issues.
  • Monitor and respond to ServiceNow and mailbox tickets, prioritizing and resolving them within agreed SLAs.
  • Diagnose and troubleshoot application errors, escalating critical issues to senior engineers when required.
  • Collaborate with infrastructure, development, and product teams to resolve complex technical problems.
  • Maintain detailed documentation of incidents, resolutions, and root cause analyses.

Root Cause Analysis & Continuous Improvement:

  • Investigate recurring issues and work with development teams to implement permanent fixes.
  • Identify opportunities for process improvements to enhance support efficiency.

Client & Internal Support:

  • Provide front-end support to clients and internal teams, ensuring clear communication and timely updates.
  • Assist in onboarding and training sessions for new users or teams on application functionality.

Quality Assurance (Additional Responsibility):

  • Execute manual tests to validate the functionality, performance, security, and usability of web applications.
  • Perform regression testing to ensure that new features and enhancements do not adversely affect existing functionality.

Education & Experience Required

Education

Masters / Bachelor's degree

Experience

  • Proven experience in application support or a similar technical support role.
  • Strong troubleshooting and problem-solving skills for web-based and enterprise applications.
  • Familiarity with ticketing systems (e.g., ServiceNow) and incident management processes.
  • Basic understanding of QA principles and ability to execute test cases when required.
  • Excellent communication and collaboration skills to work effectively across teams.
  • Relevant certifications (e.g., ITIL, Application Support, or ISTQB as a plus).

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