Application Support Engineer

Job Overview:

An Application Ops Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. Responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate teams.

Key Responsibilities:

• Event Management (Monitoring dashboards & Alert handling) and finding resolutions within SLA s
• Monitoring Ticketing tools to analyze 1st Line and 2nd Line defects and drive to closures within agreed SLA s
• Escalate/Properly route tickets to internal teams (DevOps, Dev, Platform etc.)
• Includes support for Non-Prod & Production systems
• Zero downtime for Applications, reduction in Mean time to resolve.
• Create Standard Operating Procedures for L1/L2/Alert resolutions

Required Qualifications:

Technical Expertise:

• 4+ years of experience as an application support Engineer
• Awareness of Business Domains
• ITIL service management and understanding in Kanban
• Splunk, App D, Grafana
• Linux, Multi cloud management, Kubernetes. Http errors - troubleshooting
• Scripting & Tools: Shell/Python; Remedy, Service Now, Jira

Soft Skills:

• Strong problem-solving skills and attention to detail.
• Excellent communication and teamwork abilities.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.