Application Support Engineer

Job Summary

The Application Support Engineer is responsible for ensuring the availability, stability, and performance of business-critical applications. The role involves monitoring applications, troubleshooting issues, managing incidents, coordinating with development and infrastructure teams, and supporting business users to ensure seamless service delivery.

Required Technical Skills

• SQL and database troubleshooting (Oracle, SQL Server).
• Unix/Linux command line skills.
• API troubleshooting using Postman, Swagger, REST APIs.
• Log analysis and debugging.
• Basic scripting knowledge (Shell, Python, PowerShell).
• Understanding of middleware, web servers, and application servers.

Key Responsibilities

Application Monitoring & Support

• Monitor application health, availability, and performance using enterprise monitoring tools.
• Conduct proactive system checks and identify potential issues before they impact business operations.
• Provide first, second, or third-level support based on role assignment.
• Ensure application uptime and service availability as per defined SLAs.

Incident & Problem Management

• Investigate, troubleshoot, and resolve application incidents within agreed timelines.
• Perform root cause analysis (RCA) for recurring issues.
• Escalate critical incidents and coordinate with relevant technical teams.
• Maintain incident records and ensure proper documentation in ticketing systems.

Production Support

• Support production deployments, releases, and changing activities.
• Validate application functionality post-deployment.
• Assist in disaster recovery and business continuity activities.
• Participate in on-call and after-hours support when required.

User Support

• Respond to user queries and technical issues.
• Provide functional and technical support to business stakeholders.
• Conduct user acceptance support and issue validation.

Performance & Reporting

• Analyze application logs and system performance metrics.
• Generate operational reports and support dashboards.
• Track SLAs, incident trends, and recurring issues.

Documentation

• Maintain knowledge base articles, SOPs, runbooks, and support documentation.
• Document troubleshooting procedures and known errors.

Required Qualifications and Skills

• Bachelor's degree in computer science, Information Technology, Engineering, or related field.
• L1 Support Engineer
• 1-3 years of application support experience.

Preferred Experience

• Banking and Financial Services applications.
• Digital banking platforms.
• Payment systems and transaction processing applications.
• Middleware and API management platforms.

Soft Skills

• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure in a 24x7 support environment.
• Strong documentation and reporting skills.
• Team collaboration and customer-focused mindset.

Working Conditions

• 24x7 support model with rotational shifts (if applicable).
• On call support during critical incidents and production releases.
• Hybrid/Onsite work arrangement based on business requirements.