Application Support Engineer

Role & responsibilities Shift : 6 am to 3 pm & 1 pm to 10 pm Key Responsibilities: Incident Management & Support: Serve as the first point of contact for end-users via calls, emails, and ticketing systems. Log, track, and resolve tickets, ensuring SLA adherence. Perform First-Time Fixes (FTF) where possible and escalate complex issues. Maintain and update a Known Error Database (KEDB) and documentation. Collaboration & Coordination: Work with L2 and L3 teams to ensure timely issue resolution. Coordinate with Linux and Database teams for system-related troubleshooting. Ensure escalated incidents are resolved within SLAs. Knowledge Management & Documentation: Create and update Standard Operating Procedures (SOPs) for troubleshooting. Maintain a knowledge base with FAQs and resolutions. Conduct basic training for new team members. Reporting & Monitoring: Generate daily, weekly, and monthly reports on ticket trends, response times, and resolution rates. Identify recurring issues and suggest proactive solutions to reduce ticket volume. Manually collate and analyze data for management reporting as needed. Preferred candidate profile 2+ years in an IT Service Desk / Help Desk role, preferably in banking or enterprise environments. Exposure to Linux environments and ability to run basic database queries. Strong troubleshooting skills for end-user and application-related issues. Hands-on experience with ITSM/ticketing tools for logging and tracking incidents. Understanding of incident, problem, and change management processes. Excellent communication skills for end-user support and collaboration with technical teams. Strong documentation skills for SOPs and knowledge articles.