5.0 - 9.0 years

0 Lacs

maharashtra

On-site

The Lead Application Support Engineer plays a pivotal role within Boku's Network Operations Center, ensuring the seamless operation of the network of mobile operator suppliers and vendor partners. You will be responsible for overseeing the team's daily activities, validating work, and ensuring that transaction flows and business processes meet expected service levels. Your guidance and support to team members will drive operational excellence and foster a collaborative environment. Your responsibilities will include acknowledging and investigating alerts from monitoring systems, ensuring timely responses in compliance with SLAs. You will guide the team in evaluating, prioritizing, and resolving issues efficiently, making decisions on the appropriate escalation paths as necessary. It is crucial to ensure all incidents are accurately tracked in the ticketing system with clear, organized, and well-documented updates. As the point of contact for escalated issues, you will ensure prompt and appropriate resolution within SLAs. You will also be responsible for ensuring team members are aware of critical incidents for seamless coverage and handover. Moreover, you will manage incidents according to standard incident management practices and work on assigned tasks. Your role will involve identifying recurring issues and trends, working with the team to deploy permanent fixes. You will collaborate with technical teams to gather and analyze RCAs, as well as support colleagues with readiness for new ways of working. Additionally, you will represent the business area in project activities, liaise with the project team on priority issues, and create technical documentation. You will generate detailed reports on KPI performance, including tracking incidents and resolutions, to improve service delivery and operational efficiency. The ability to work independently and as part of a team is essential, along with suggesting and implementing process improvements for enhanced application performance and user experience. Desired experience includes a strong understanding of HTTP, REST, and SOAP APIs, knowledge of SSL protocols, familiarity with databases, and experience in using log analysis tools. Proficiency in Unix or Linux command-line systems, writing and troubleshooting scripts in Bash or Python, and experience with ticketing systems are required qualifications. The ideal candidate should have a technical degree in engineering, 5-7 years of experience in application support or a related technical role, and demonstrate composure under pressure. You should excel at managing multiple issues and tasks simultaneously, prioritize work effectively, and work with minimal supervision. The role may require working in a 24/7 environment with flexibility in working hours and days, including weekends and holidays. In return, we offer stock equity, extra vacation days, a generous referral bonus, home office equipment budget, personal development opportunities, and much more. Join our motivated, talented, and international team for exciting opportunities in the internet/digital/mobile/gaming industry.,

Posted 4 days ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.