Application Support Engineer

Position Purpose

Senior Support Analyst will be responsible to provide level 1 and level 2 functional and technical support, role will require high level of commitment and pro-activeness to maintain the 24*7 availability of the applications leveraging on other sites in follow the sun model. Support of in-scope applications including but not limited to monitoring, troubleshooting, resolving and communicating the production events. Maintaining the application Infrastructure & peripherals in production and staging, managing obsolescence & upgrade activities, Role will be responsible for resolving user queries and provide functional support utilizing systems technical architecture knowledge. Ensuring smooth execution of batches, delivering the production change, manage Incidents and problem within the in-scope applications. The role needs to ensure availability of the application & that all relevant events and issues are recorded and resolved in timely manner.

Education Level:

Bachelor Degree or equivalent

Experience Level

4 to 8 yrs of experience.

Technical & Behavioral Competencies

Must have: -

• Good working knowledge in Linux & Windows environment with troubleshooting & administration experience
• Good Working knowledge on database such as Oracle DB / Microsoft SQL Server
• Hands on Scripting knowledge & experience on any language Shell scripting/ Python
• Generic knowledge on application firewalls, load balancers, networking principles, DMZ, network security
• Good knowledge on ITSM and Application production support tools & protocols
• Hands on knowledge on Monitoring Tools like Dynatrace/Geneos or others
• Hands on knowledge on Scheduling Tools like Autosys/Cron

Good to have Skills: -

• Exposure to Devops platform (Jenkins/Ansible tower)
• Exposure to application metrics and reporting tools like Kibana
• Understanding of dependency management (Gradle/Maven), Event based frameworks (Kafka/IBM MQ)
• Experience with IIS Administration / Weblogic /Webshpere administration
• Experience with Java application servers like IBM WebSphere or Apache Tomcat.
• Ability to configure a Java Application Server, notably:JVM settings,HTTP Connector configuration,Database Connection Pool,MQ Connection Pool
• Experience with ELK stack, Elastic search

Direct Responsibilities

• Candidate must work as level 2/3 and be an escalation point for others in the team to bring technical and product issues to resolve.
• Responsible for monitoring production environment and act proactively to prevent performance issues or application crash.
• Responsible for resolving support issue by using his technical expertise and flexible enough to look for solutions that may be out of the box.
• Handling ITIL Methodologies like Change, Incident, Problem, and Service Management
• Monitoring night batch and ensuring reports are generated well and transferred to client by adhering the SLA defined.
• Monitor the recurrent incidents, perform problem management and escalate to the next level of support or development team when required
• Coordinate with Infrastructure teams on events of patching & up gradation of servers to ensure the applications are stable & running after the infra work
• Responsible for UAT/PROD deployment & validation,
• Analyzing/documenting problems, recommending solutions, & initiating corrective action
• Providing coaching and mentoring to junior colleagues, transferring skills and expertise as required.

Contributing Responsibilities

• To Train new comers for functional and technical knowledge
• To improve the application performance
• Provide technical leadership and mentoring to junior developers
• Collaborate with cross-functional teams to identify and prioritize software features and enhancements