The Application Support Engineer will be responsible for providing technical support to internal teams and clients, troubleshooting application issues and tickets life-cycle, and ensuring the smooth operation of business-critical applications. The ideal candidate will possess strong communication skills and a solid understanding of application functionality.
Responsibilities:
- Provide advanced technical support for internal and external users, troubleshooting and resolving application-related issues in a timely and efficient manner.
- Perform root cause analysis of complex application issues and collaborate with development teams to resolve them.
- Monitor application performance and ensure system health through proactive issue detection, resolution, and system optimization.
- Assist in the deployment, configuration, and integration of applications across various environments.
- Handle escalated incidents and act as the point of contact for critical production issues, ensuring minimal downtime and swift resolution.
- Collaborate with cross-functional teams (development, operations, QA) to ensure application support is aligned with business goals.
- Create and maintain comprehensive documentation for standard operating procedures, troubleshooting guides, and knowledge base articles.
- Lead application troubleshooting efforts for major incidents, ensuring effective root cause analysis and resolution.
- Participate in change management processes, including application updates, patches, and version releases.
- Conduct performance tuning and optimizations for applications to enhance overall system reliability and efficiency..
Requirements
Degree of Education:
- Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent professional experience.
Total Working Experience:
- 5 years of professional experience in application support, IT operations, or a related field.
Total Experience in Field:
- 5 years of experience in application support or a similar role, handling complex incidents and providing production support.
Qualifications Necessary for the Vacancy:
- Strong technical understanding of enterprise applications and their architecture.
- Proven experience troubleshooting application performance issues and system failures.
- Solid knowledge of operating systems (Windows, Linux) and databases (mysql, MongoDB, SQL, Oracle).
Set of Skills Necessary for the Vacancy:
- Advanced troubleshooting and problem-solving skills.
- Strong knowledge of ITIL best practices, particularly incident and change management.
- Proficiency in scripting languages (e.g., Bash, Python, PowerShell).
- Experience with monitoring tools (e.g., New Relic) and ticketing systems (e.g., JIRA).
- Excellent communication skills, both written and verbal, with the ability to convey complex technical information clearly to non-technical stakeholders.
- Experience with database management and queries.
- Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
Specific Degrees, Certifications, etc. Needed for the Vacancy:
- ITIL Foundation certification (or higher) is required.
- Any relevant certifications in cloud platforms (AWS, Azure) or database management would be advantageous.
- Certifications in application support, incident management, or advanced troubleshooting (e.g., Microsoft Certified Solutions Expert, Oracle Certified Professional) are a plus.
