Application Support Engineer

Job Summary

The Application Support Engineer is responsible for ensuring the availability, stability, and performance of business-critical applications. The role involves monitoring applications, troubleshooting issues, managing incidents, coordinating with development and infrastructure teams, and supporting business users to ensure seamless service delivery.

Required Technical Skills

• SQL and database troubleshooting (Oracle, SQL Server). • Unix/Linux command line skills. • API troubleshooting using Postman, Swagger, REST APIs. • Log analysis and debugging. • Basic scripting knowledge (Shell, Python, PowerShell). • Understanding of middleware, web servers, and application servers.

Key Responsibilities

Application Monitoring & Support

• Monitor application health, availability, and performance using enterprise monitoring tools. • Conduct proactive system checks and identify potential issues before they impact business operations. • Provide first, second, or third-level support based on role assignment. • Ensure application uptime and service availability as per defined SLAs.

Incident & Problem Management

• Investigate, troubleshoot, and resolve application incidents within agreed timelines. • Perform root cause analysis (RCA) for recurring issues. • Escalate critical incidents and coordinate with relevant technical teams. • Maintain incident records and ensure proper documentation in ticketing systems.

Production Support

• Support production deployments, releases, and changing activities. • Validate application functionality post-deployment. • Assist in disaster recovery and business continuity activities. • Participate in on-call and after-hours support when required.

User Support

• Respond to user queries and technical issues. • Provide functional and technical support to business stakeholders. • Conduct user acceptance support and issue validation.

Performance & Reporting

• Analyze application logs and system performance metrics. • Generate operational reports and support dashboards. • Track SLAs, incident trends, and recurring issues.

Documentation

• Maintain knowledge base articles, SOPs, runbooks, and support documentation. • Document troubleshooting procedures and known errors.

Required Qualifications And Skills

• Bachelor's degree in computer science, Information Technology, Engineering, or related field. • L1 Support Engineer • 1-3 years of application support experience.

Preferred Experience

• Banking and Financial Services applications. • Digital banking platforms. • Payment systems and transaction processing applications. • Middleware and API management platforms.

Soft Skills

• Strong analytical and problem-solving abilities. • Excellent communication and stakeholder management skills. • Ability to work under pressure in a 24x7 support environment. • Strong documentation and reporting skills. • Team collaboration and customer-focused mindset.

Working Conditions

• 24x7 support model with rotational shifts (if applicable). • On call support during critical incidents and production releases. • Hybrid/Onsite work arrangement based on business requirements.