Application Support Engineer

2 months ago

Pune, India TMF Group Full time

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About TMF Group

TMF Group is a leading provider of administrative services, helping clients invest and operate safely around the world. As we’re a global company with 11,000+ colleagues based in over 125 offices across 87 jurisdictions, we actively seek out people with the talent and potential to flourish at TMF Group, whatever their background, and offer job opportunities to the broadest spectrum of people. Once on board we nurture and promote talented individuals, making sure that senior positions are open to all. 

TMF India is a Great Place to Work, ISO & ISAE certified organization.

Job Purpose:

The Application Support Engineer is responsible for providing technical support and maintenance for digital client platforms, with a focus on those hosted on the Amazon Web Services (AWS) platform. This includes troubleshooting issues, identifying, and fixing defects, and implementing enhancements to improve system performance. In addition to these technical responsibilities, the Technical Lead will also serve as a leader and mentor for the application support team, providing technical guidance and support as needed.

Key Accountabilities:

Work collaboratively with TMF leadership & application stakeholders. Make sure to keep synergy between L2 Support and other involved IT teams. Ensures that all governance aspects of the application are adhered to. Providing technical support for a range of applications hosted on AWS, including diagnosing, and troubleshooting issues, identifying, and fixing defects, and implementing enhancements Assisting with the deployment and testing of new components and updates to the digital client platform Collaborating with other members of the IT team and stakeholders to gather and understand requirements, prioritize tasks, and provide timely resolution of issues Maintaining documentation and records of support activities and processes Leading and mentoring the application support team, including providing guidance and support as needed Participating in On-Call rotation to provide after-hours support as needed Preparing SLA reports and tracking progress against service level agreements Managing the issue log and tracking fixes to be delivered from development teams Handling escalations and serving as a point of escalation for the application support team

Key Capabilities:

Bachelor's degree in Computer Science or a related field 8+ years of experience in application support or a similar technical role Proactive application monitoring, analyzing and fixing issues that arise. Manage application releases and hotfixes - both regular and ad-hoc. Deep performance investigations, monitor application logs, debug logs, and analyze the issue. Incident, change and problem management. Installation and configurations, software deployments. Scripts creation and optimizations. Coordinate with L1 & L3 support for critical/complex issue (code level, configuration, deployment etc.). Prepare and maintain Incident and RCA reports of every incident. Supports the up skilling of team through sharing of knowledge, best practice, and coaching. Should have good communication & Interpersonal skills Experience in ITIL (Incident, change & Problem management). Strong problem-solving and analytical skills Proficiency with AWS services such as EC2, EBS, RDS, and AWS Batch Good understanding of Azure services Experience with Linux and container orchestration technologies such as Kubernetes Knowledge of MySQL and experience working with REST APIs and web services Experience with monitoring tools such as Cloud Watch or Splunk Excellent communication and collaboration skills, with the ability to lead and mentor a team Flexibility to work outside of normal business hours as needed

General skills:

Team player. Constant learner & self-motivated person. Analytical and problem-solving skills. Ability to work without direct supervision. Ability to work under pressure. Ability to resolve conflicts. Good communication and interpersonal skills. Familiar with ITIL & ITSM principles.

What's in it for you?

Pathways for career development

Work with colleagues and clients around the world on interesting and challenging work; We provide internal career opportunities so you can take your career further within TMF; Continuous development is supported through global learning opportunities from the TMF Business Academy.

Making an impact

You’ll be helping us to make the world a simpler place to do business for our clients; Through our corporate social responsibility programme, you’ll also be making a difference in the communities where we work.

A supportive environment

Strong feedback culture to help build an engaging workplace; Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

Other Benefits

Marriage Gift policy Paternity & Adoption leaves Interest free loan policy Salary advance policy Covid support taskforce Well being initiatives

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