About the Role:
We are looking for an Application Support Engineer to provide Level 2 operational support for production applications, APIs, integrations, and business transactions. This role is crucial for ensuring that incidents are quickly identified, investigated, resolved, or escalated. The focus is on production availability, incident handling, proactive detection, SLA adherence, operational stability, and reducing recurring incidents.
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Key Responsibilities:
- Monitor production applications and critical business transactions.
- Investigate application errors, API failures, and integration issues.
- Analyze application logs and error codes to determine the cause of incidents.
- Validate end-to-end transaction flows across integrated systems.
- Troubleshoot REST/SOAP APIs and application integrations.
- Perform configuration checks and identify configuration-related issues.
- Validate production services following deployments or infrastructure changes.
- Conduct release-impact assessments from an operational perspective.
- Support production incidents and major incident investigations.
- Coordinate with development, integration, database, cloud, and external teams.
- Create and manage incidents and service requests through Jira/ServiceNow.
- Document troubleshooting findings and escalation details.
- Maintain application support runbooks and known-error documentation.
- Perform business transaction validation after incident recovery.
- Support root-cause analysis and problem-management activities.
Preferred Qualifications:
- Bachelor's degree in Computer Science, Software Engineering, IT, or equivalent.
- Experience with enterprise applications and highly integrated environments.
- Experience with API gateways or integration platforms is advantageous.
- Familiarity with AppDynamics, Grafana, Kibana, or similar tools.
- ITIL Foundation preferred.
Required Technical / Professional Skills:
- Application production support
- API troubleshooting
- REST and SOAP fundamentals
- HTTP status/error codes
- Integration troubleshooting
- Log analysis
- SQL fundamentals for investigation
- Postman or equivalent API testing tools
- Application configuration troubleshooting
- Business transaction tracing
- Jira/ServiceNow ticket management
- Release and deployment validation
- Incident and escalation documentation
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