Application Support Engineer/Saas Applications support engineer

Job Profile: Application Support

We're looking at The candidate should have experience in SaaS application support and strong hands-on experience in SQL queries and Python.

1. 3-4 years of relevant experience

Key Responsibilities:

• 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.