Application Support Engineer

You have 1+ years of relevant application support experience with a strong customer interaction experience. Additionally, you have 1+ years of Motor Insurance Domain experience. Your primary responsibilities will include: - Providing necessary UAT / SIT environment support to all Projects / SCRs and production bug fixes - Managing business user expectations regarding estimated response times for issue resolution - Supporting / resolving software and technical questions from the end users of the customer efficiently and effectively - Discussing with the business teams to seek additional details about the issue as needed - Prioritizing the issue with the right severity levels based on business impact understanding from the user - Collaborating with all the Product Support team members to properly manage customer inquiries and escalate when appropriate - Coordinating with L1 team and communicating the progress/resolutions with customers on a regular basis - Running monitoring reports for usage, performance, and/or availability - Gathering the logs from the application and the app server and performing the initial investigation - Coordinating with end users and supporting the L2 and L3 team in recreating the reported issue - Meeting SLAs like response and resolution times by partnering with L2 and L3 Support organizations You should have a passion to be a part of a hardworking and winning team, with the ability to multi-task in a fast-paced environment. Strong attention to detail when communicating with customers (verbal & written) and possessing strong active listening skills is crucial. Additionally, you will be responsible for: - Conducting second-level analysis of production issues - Coordinating with Application vendor to get the production issue fixed within defined TAT - Ensuring to maintain and document test cases of each application bug - Fine-tuning of Application and database-related queries - Ensuring the system bugs are implemented within the schedule - Safety and prevention planning with control on each activity - Maintaining and updating the master with proper business approvals - Making automation of daily tasks - Reviewing Application users and roles as per schedule - Maintaining all business requirement details in a tracker - Management's approval on customization cost - Implementing and keeping all Applications related SOP processes, policies, and procedures up to date - Preparing and maintaining a checklist for daily IT tasks - Preparing and Maintaining all IT-related documents - Developing and implementing Operations and business systems policies, standards, and processes This is a Full-time or Part-time, Permanent position with a flexible shift schedule. You will be entitled to benefits such as a flexible schedule, paid sick time, paid time off, and a Provident Fund. The expected start date for this role is 15/06/2025.,