Application Support Engineer

Job Summary

The Application Support Engineer plays a critical role in ensuring the smooth operation of applications and resolving issues efficiently. The position requires a strong understanding of supply chain processes, coupled with excellent communication skills. The role focuses on maintaining system performance, troubleshooting incidents, and providing timely resolutions to ensure client satisfaction.

Responsibilities

• Ensure timely response to all tickets raised by client end users, maintaining quality standards.
• Act as a custodian for the client’s network, server, system, storage, and infrastructure to ensure proper functioning and upkeep.
• Perform root cause analysis (RCA) of tickets raised and create actionable plans to resolve issues for client satisfaction.
• Maintain communication with clients regarding service requests, providing solutions within defined timeframe.
• Install and configure software/hardware as per service requests.
• Track all tickets from acceptance to resolution, ensuring adherence to resolution timeframes set by customers.
• Collaborate with onsite teams for complex problem resolution and timely client servicing.
• Review logs from chatbots to ensure all service requests/issues are addressed promptly.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
• Experience: 5+ years in application support or a related field.
• Skills:
  • Strong understanding of supply chain processes.
  • Strong communication and interpersonal skills.
  • Knowledge of log management and analysis tools such as Splunk and Kibana.
  • Experience with Incident Management Software such as ServiceNow, Jira Service Management, BMC Remedy, and similar tools.
  • Familiarity with automation and integration systems and applications.
  • Understanding of SQL, JSON, and Python (added advantage).
  • Experience with reporting tools like Tableau is appreciated.
  • Strong debugging skills with a focus on root cause analysis (RCA) and problem management.

Preferred Skills

• ServiceNow knowledge.
• Database knowledge (e.g., PL/SQL).
• Application support experience.
• Proficiency in reporting skills.

Experience

5+ years of relevant experience in application support and incident management.

Environment

The position is open for candidates across PAN India and may involve remote work depending on the client’s needs.

Salary

Estimated salary range of 200K/month.

Growth Opportunities

Not specified.

Benefits

Not specified.