Application Support Engineer

Parkar


Date: 8 hours ago
City: Pune, Maharashtra
Contract type: Full time
Key Responsibilities

Troubleshooting and Issue Resolution:

  • Investigate and analyze reported issues, identifying root causes and implementing effective solutions.
  • Collaborate with L1 support, development teams, and other stakeholders to resolve complex technical problems.

Application Maintenance

  • Ensure the availability, reliability, and performance of assigned applications.
  • Implement application patches, updates, and configurations as needed.

Monitoring And Performance Optimization

  • Monitor application performance and proactively identify areas for improvement.
  • Collaborate with development teams to optimize code and enhance application efficiency.

Documentation

  • Maintain comprehensive documentation for troubleshooting procedures, system configurations, and resolutions.
  • Create knowledge base articles for common issues to facilitate faster issue resolution by L1 support.

Customer Support

  • Provide timely and effective communication to end-users regarding issue status and resolution
  • Collaborate with the customer support team to address user queries and concerns

Incident, Change And Problem Management

  • Work within defined SLAs to manage and resolve incidents promptly
  • Escalate critical issues to appropriate teams and management as needed
  • Understanding of problem management processes to identify and address recurring issues
  • Knowledge of change management processes for controlled and documented system modifications

Collaboration And Training

  • Collaborate with L1 support, development, and QA teams to improve overall application stability
  • Provide training to L1 support and end-users on recurring issues to promote self-service resolution

Continuous Improvement

  • Participate in post-incident reviews and contribute insights for process improvements
  • Stay updated on industry best practices and technologies to enhance the support process

Requirements

  • Proven 3+ years’ experience in application support, troubleshooting, and issue resolution
  • Strong knowledge of databases, operating systems, and application architecture
  • Strong knowledge of Linux operating systems, including command-line proficiency
  • Familiarity with monitoring and logging tools for proactive issue detection
  • Familiarity with cloud platforms along with certification such as AWS, Azure, or Google Cloud (should have at lease basic certification related to AWS/Azure).
  • ITIL certification certifications is plus.
  • Proficient in SQL for database query and analysis
  • Proficiency in using ticketing tools for incident tracking and resolution.
  • Knowledge of API testing tools and techniques.
  • Experience in working with APIs and understanding RESTful architecture.
  • Familiarity with JSON and YAML for data interchange and configuration.
  • Solid understanding of networking principles and protocols.
  • Familiarity with source control tools such as Git for version control.
  • Experience with web servers (e.g., Apache, Nginx) and web application deployment
  • Excellent communication and interpersonal skills
  • Ability to work collaboratively in a team-oriented environment
  • Comfortable with 24/7 shifts, on-call duties during weekdays and weekends
  • Scripting skills (e.g., Shell scripting, Python) for automation tasks is a plus.
  • Qualifications:
  • Bachelor’s degree in computer science, Information Technology, or related field.
  • Good to have:
  • Understanding of DevOps principles and practices
  • Knowledge of security best practices in application support
  • Experience with continuous integration/continuous deployment (CI/CD) pipelines
  • Familiarity with virtualization technologies
  • Experience in containerization technologies such as Docker and orchestration tools like Kubernetes

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