Application Support Engineer

e & responsibilities

• Monitor and maintain various applications to ensure optimal performance, applying patches and updates as necessary to keep software current and secure.
• Diagnose and resolve application-related issues reported by users, providing timely and effective solutions to minimize downtime and maintain productivity.
• Provide technical support to end-users, assisting with application-related queries and providing training or guidance as needed to enhance user experience.
• Work closely with development, IT, and business teams to ensure applications align with organizational goals and support strategic initiatives.
• Ensure applications adhere to security policies and best practices, protecting against vulnerabilities and ensuring data integrity.
• Participate in incident management processes, helping to identify root causes and implement corrective actions to prevent recurrence.
• Focus on identifying areas for process improvement and implementing changes to enhance support efficiency and effectiveness.
• Analyse and report on metrics - application performance, database performance, ticket volumes & trends.
• Collaborate with development teams/third party vendors to identify and fix software bugs.
• Design, develop, and maintain SQL scripts and jobs that automate routine database tasks and support application functions.
• Analyse and optimize SQL scripts and jobs to improve database performance, ensuring efficient execution and resource utilization
• Continuously monitor application and database connections to detect anomalies or failures promptly
• Monitor license expiration dates and initiate renewal processes in advance to prevent any disruption in access or compliance issues
• Support to resolve incidents and request tickets for the application infrastructure, ensuring customers are kept informed of progress and issues are dealt with within defined SLAs.
• Handle the projects including upgrades, migrations, and new deployments in the windows & application infra
• Participate in security audits and compliance initiatives to ensure Wintel systems meet organizational standards.
• Develop and maintain documentation, including system configurations, procedures, and policies.

Preferred candidate profile

• Knowledge on Windows Server operating System& Services
• Knowledge of SQL Server components i.e., Database Engine, SQL Server Agent, and SQL Server Integration Services
• Better understanding of coding languages such as VB, Java, Python, C#, JavaScript, or others relevant to the development environment
• Ability to support and troubleshoot database and application issues, ensuring reliability and performance.
• Skills in writing unit and integration tests, and proficiency in debugging techniques to identify and resolve issues.
• Experience in working with any of these enterprise application like Saperion, ISIS Papyrus, and/or Tibco.
• Knowledge on various Windows & Application authentication ie . Kerberos, NTLM, LDAP, SAML, OAuth, RADIUS, and certificate-based authentications
• Proficiency in scripting languages (e.g., PowerShell) to automate administrative tasks and streamline operations.
• Ability to communicate complex technical concepts effectively to stakeholders at all levels.
• Ability to work independently and collaboratively in a team environment.
• Extensive knowledge of both ServiceNow and Jira platforms
• Skills in effectively coordinating and managing the vendor for application support and other upgrade projects
• Knowledge on windows IIS & Application services
• Knowledge on ordering & renewal of SSL certificates
• Azure and AWS build and deployment, including on-premises to cloud migration
• Ability to configure Dynatrace monitoring settings to capture relevant metrics and data based on organizational needs.
• knowledge of Qualys and other vulnerability scanning tools such as Nessus, Rapid7, and OpenVAS
• Proficiency in using PAM solutions such as CyberArk
• Understanding of agile principles and methodologies
• Experience using project management tools that support Kanban boards, ie Jira
• Understanding of network protocols, security principles, and system architecture.

Qualification, Experience

• University Graduate/masters degree
• Good MS Office knowledge specifically MS Excel & Power Point (mandatory)
• Prior experience in managing Incidents and Service Requests in an IT service provider environment.
• Ability to interact with the IT Managers, Service Desks and Service Providers in the Region on own initiative as well as escalation of topics when necessary.
• Relevant certifications such as Microsoft Certified: Windows Server Administration, or similar credentials beneficial
• Excellent analytical and problem-solving skills.
• Ability to communicate technical concepts effectively to both technical and non-technical stakeholders.
• ITIL Foundation certification (preferred)
• Good Analytical skills to evaluate and deep dive into issues and incidents.