Application Support Engineer

Role Summary

Provide second-level support for business applications, ensuring system stability and resolving incidents within agreed SLAs. The role involves troubleshooting, root cause analysis, application monitoring, and coordination with technical and business teams.

Key Responsibilities

Investigate and resolve application incidents escalated from L1 support.

Troubleshoot issues using logs, SQL queries, monitoring tools, and system checks.

Perform root cause analysis for recurring and high-impact incidents.

Monitor application health, performance, and batch jobs.

Implement approved configuration changes and minor fixes.

Coordinate with stakeholders and provide timely status updates.

Support deployments, go-live activities, UAT, and post-release validation.

Maintain incident records, technical documentation, and knowledge articles.

Identify opportunities for automation and process improvement.

Manage and prioritize support activities within an Agile/Scrum environment.

Qualifications

Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related field.

2 to 4 years of Application or Production Support experience.

Knowledge of SQL, application logs, monitoring tools, and ITSM platforms such as Jira or ServiceNow.

Understanding of incident, problem, and change management processes.

Familiarity with SDLC and Agile/Scrum practices.

Basic PowerShell, Bash, or other scripting skills are an advantage.

Strong troubleshooting, analytical, documentation, and communication skills.

Ability to work under pressure and collaborate with technical and non-technical teams.