Application Support Engineer

Role Summary

The Application Support Engineer is responsible for the smooth operation, maintenance, and troubleshooting of enterprise applications within an organization. This role requires a blend of technical skills, problem-solving abilities, and communication expertise to provide support for application performance, user access, and application configurations. This role will collaborate with various departments to ensure applications are performing at optimal levels and user issues are resolved in a timely manner and will also assist with the implementation of new application features and provide guidance on best practices for application management.

Key Responsibilities

• Undertake user access management tasks across the application portfolio accurately and within agreed SLAs.
• Provide user access reports to the Internal Controls team for access recertification, and to the business as part of external and internal audit exercises.
• Undertake other administrative application duties on request from the business or based on internal regular task rotas. Examples include activities such as setup of new customer pension scheme application records, and performing of data extracts.
• Create and maintain internal process documentation.
• Issue communication emails to the user community to notify of forthcoming planned downtime.
• Contribute towards monthly Sunday-morning application smoke testing on rota shared across the team.
• Liaise with users to handle queries associated with administrative support tasks.
• Ensure that incoming service desk tickets and requests have been assigned correctly, and that they are re-routed appropriately when not.
• Ensure that any high-impact or priority incident tickets are brought to the attention of the Product Support Manager and senior support analysts.
• Assist in the reporting of incident and request ticket productivity statistics for management consumption.

Qualification

• BE & Btech with over 3 to 6 years of experience in working with IT/Application/SQL Server, and provide L2 support
• Good level of technical understanding of a range of software/systems including Windows OS & SQL.
• Time management skills, with the ability to priorities work and competing requests.
• Able to step into an unfamiliar troubleshooting scenario and apply a framework of existing technical knowledge in order to suggest ways forward for investigation and resolution.
• Must have skills - AWS, Cloud, SQL, ITIL, Incident & Change window support, ITSM