Job Description

Job Profile: Application Support Location: Bangalore Job Description: We are seeking a knowledgeable and proactive Application Support Engineer to join our IT support team. This role focuses on providing exceptional support for SaaS and Commercial Off-The-Shelf (COTS) applications. The ideal candidate will exhibit expertise in troubleshooting access issues, resolving general inquiries, and collaborating on Python and C# scripts used for automation. The candidate should also have experience with complex SQL queries, code version management using GitHub Enterprise, ServiceNow ticket management, and Azure Functions. Additionally, this individual will contribute to improving existing processes, managing ongoing projects, and offering strategic suggestions to enhance our support operations. Key Responsibilities: 1. Technical Support: • Provide excellent technical support to customers or employees via various channels including in-person interactions, phone calls, email, or helpdesk software. • Diagnose and troubleshoot issues related to SaaS and COTS applications, ensuring minimal disruption to users. • Act as a liaison between end-users and higher-level support or development teams when necessary. 2. Incident Management: • Respond promptly to customer or user-reported issues ensuring efficient and effective resolution. • Log all service requests and document their resolutions in the ServiceNow ticketing system to maintain accurate and up-to-date records of incidents and solutions. • Monitor and prioritize incidents based on impact and urgency, providing timely updates to stakeholders. 3. System Maintenance and Monitoring: • Continuously monitor application performance to proactively identify and resolve potential issues. • Perform routine application maintenance tasks, such as software updates and backup operations, to maintain optimal performance and integrity. • Develop and implement monitoring tools and alerts to quickly identify and address application anomalies. 4. Automation, Scripting, and Code Enhancement: • Assist the team in developing, testing, and troubleshooting Python and C# scripts used for automating various tasks and processes. • Collaborate on creating new automation scripts and improving existing ones to enhance efficiency. • Investigate issues within existing codebases and implement enhancements to improve functionality and performance. • Utilize Azure Functions to develop and manage cloud-based automation solutions. 5. SQL Queries: • Write, modify, and optimize complex SQL queries to retrieve and manipulate data as required. • Troubleshoot and resolve database-related issues, ensuring data integrity and optimal performance. 6. Code Version Management: • Manage and track code versions using GitHub Enterprise. • Collaborate with development teams to ensure proper code integration and deployment practices. 7. Cloud Knowledge: • Utilize and manage Azure cloud services. • Develop and deploy solutions using Azure Functions and related tools. 8. Process Management and Improvement: • Help manage and streamline existing IT support processes to maximize efficiency and user satisfaction. • Provide recommendations for process enhancements based on best practices and feedback from users and team members. • Lead and participate in projects aimed at improving support operations and services, ensuring timely and successful completion. • Drive project deliverables, ensuring they are completed on-time and meet quality standards. 9. Training and Documentation: • Create, update, and maintain comprehensive technical documentation, including FAQs, knowledge base articles, user manuals, and training materials. • Conduct training sessions and provide guidance to users and team members on IT procedures, fostering a knowledgeable and self-sufficient user base. 10. Collaboration: • Work closely with other IT team members and cross-functional departments to ensure seamless knowledge transfer and collaboration. • Collaborate with different infrastructure teams to support and maintain complex IT environments. • Actively participate in team meetings, providing insights and feedback to improve overall support practices. Requirements: • Proven experience in application support or a similar role, with a focus on SaaS and COTS applications. • Strong problem-solving skills, with the ability to diagnose and resolve complex technical issues quickly and effectively. • Proficiency in Python and C# scripting; experience with Azure Functions is strongly preferred. • Expertise with complex SQL queries for data retrieval and database troubleshooting. • Experience with code version management using GitHub Enterprise. • Proficiency in using and managing the ServiceNow ticketing system. • Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users. • Ability to manage and prioritize multiple tasks and projects efficiently in a fast-paced environment. • Strong documentation skills with keen attention to detail.