Senior Application Support Engineer

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..

  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.