Application Support Engineer - Incident Management

• Monitor, manage, and troubleshoot MFT systems to ensure secure and seamless file transfers.
• Provide support for MFT-related incidents and service requests, ensuring timely resolution.
• Perform regular health checks, upgrades, and patches for MFT systems.
• Configure and manage JIRA and JIRA Service Desk for issue tracking and service management.
• Provide support and training for end-users on JIRA workflows and functionality.
• Troubleshoot JIRA-related issues and implement solutions in line with user needs.
• Take ownership of incidents, ensuring they are logged, prioritized, and resolved in a timely manner.
• Act as the point of contact during major incidents, coordinating across teams for effective resolution.
• Analyze incident trends to identify recurring issues and provide recommendations for improvement.
• Create, maintain, and update technical documentation, including troubleshooting guides, workflows, and system configurations.
• Ensure documentation is clear, concise, and accessible to all relevant stakeholders.
• Automation and Scripting (Nice to Have) : Support automation efforts to streamline workflows and enhance operational efficiency.
• Assist in creating and maintaining scripts for monitoring, reporting, or process improvement.
  

Qualifications

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Minimum 4 years of relevant experience in application support.
• Strong hands-on expertise in Managed File Transfer (MFT) tools and processes.
• Proficiency in JIRA and JIRA Service Desk configuration and management.
• Proven experience with incident management, including issue prioritization and resolution.
• Exceptional documentation skills with an ability to create user-friendly technical documents.
• Knowledge of automation and scripting (e., Shell, Python, or PowerShell) is a plus but not mandatory