About the Role
We are seeking a proactive and customer-focused Application Support Engineer to provide technical support, maintenance, and operational management for business-critical applications. The ideal candidate will ensure high application availability, troubleshoot production issues, coordinate with development and infrastructure teams, and support application deployments while maintaining service level agreements (SLAs).
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Responsibilities
- Provide Level 2/Level 3 support for enterprise applications in production and non-production environments.
- Monitor application health, availability, and performance using monitoring and alerting tools.
- Investigate, troubleshoot, and resolve application incidents and service requests within agreed SLAs.
- Perform root cause analysis (RCA) for recurring issues and implement preventive measures.
- Coordinate with development, database, infrastructure, and network teams to resolve complex technical issues.
- Support application deployments, upgrades, patches, and configuration changes.
- Execute application validation and post-deployment verification activities.
- Monitor application logs and identify performance bottlenecks or system errors.
- Manage user accounts, application access, and permissions in accordance with security policies.
- Document incidents, known errors, operational procedures, and support runbooks.
- Participate in disaster recovery testing and business continuity activities.
- Provide on-call and after-hours production support as required.
- Participate in incident response, root cause analysis, maintenance windows, audit support, and continuous improvement activities.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- ITIL Foundation certification is preferred.
- Experience with cloud platforms such as Microsoft Azure or AWS is an advantage.
- Familiarity with DevOps tools, CI/CD pipelines, and version control systems (Git, Azure DevOps, Jenkins, etc.).
- Experience with monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, or Kibana.
