Application Support Engineer

Key Responsibilities

• Understand and operate within SLA (Service Level Agreement) frameworks; ensure incidents and requests are handled within agreed response and resolution timelines.
• Client-facing role requiring the ability to access applications, reproduce issues, troubleshoot problems, and provide effective solutions to customers
• Track tickets end-to-end, follow defined escalation paths, and ensure timely handoffs to engineering, infrastructure, or vendor teams when required.
• Triage and resolving production issues with strong troubleshooting skills and a calm, quick-thinking approach.
• Actively monitor the cloud-based SaaS application and integration/interface points with other applications; identify and mitigate potential issues proactively.
• Send stakeholder communications and periodic reports on threshold breaches and system health conditions.
• Escalate repeated health conditions; raise, track, and support problem tickets through root-cause analysis and permanent remediation.
• Prioritize issues by business impact and urgency; communicate resolution plans, ETAs, and risks to relevant stakeholders.
• Analyze incidents, replicate issues where possible, and provide resolution or workaround until permanent fixes are deployed.
• Coordinate emergency fixes and data patches when necessary, ensuring proper approvals, validation, and rollback readiness.
• Collaborate with cross-functional teams to identify root causes and coordinate deployments/changes required to restore stability.
• Document incident resolution steps, root cause, and preventive actions; contribute to knowledge base/runbooks to avoid recurrence.

Required Skills & Competencies

• Strong understanding of IT support processes: incident management, ticket tracking, prioritization, and escalation methods (ITIL-aligned).
• Hands-on capability to perform technical investigation using log in to the application, logs, alerts, and monitoring signals to isolate root cause and impact.
• Excellent written and verbal communication for incident updates, stakeholder management, and status reporting.
• Ability to work in a production support environment, manage multiple priorities, and drive issues to closure.
• Strong documentation discipline (RCA notes, workaround steps, runbooks/knowledge articles).
• Domain exposure to Supply Chain / CTRM.

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