Application Support Engineer

Position: Application/Production Support

Experience Required: 3 to 5 years

Location: Bengaluru

Shift: Rotational Shifts (Including night shift)

Roles Description:

L2 - App Support

• Resolve L2 tickets within SLAs, ensuring ownership and user satisfaction.
• Leverage Grafana and Kibana for real-time monitoring.
• Analyse defects and drive system efficiency improvements.
• Perform post-release platform verifications with an automation focus.
• Automate repetitive tasks to enhance platform efficiency through tool development.
• Conduct root cause analyses (RCA) and document resolution steps, updating runbooks.
• Follow escalation protocols for unresolved issues, prioritizing accordingly.
• Troubleshoot and resolve production issues to minimize downtime.
• Engage in 24x7 L2 on-call rotations and escalate critical incidents as needed.
• Log all incidents and resolutions to identify trends and support prevention strategies.
• Collaborate with Architects, Engineering teams, external vendors, and partners on production issues.
• user management tickets(Azure - Entra ID)
  
• Dashboard Issues/Org and Site creation(Internal portals/ postman API/SQL basic knowledge)
  
• Gateway troubleshooting (Niagara workbench Tool/Internal EBI tool)
  
• Firewall expiration (Tuffin tool)
  
• Ticket analysis and triaging -> Zendesk tool & Jira Tool ticketing and handling
  
• Site Migration and user access - RDP /SQL servers(SSMS)
  
• Data traffic tickets - SQL server management studio
  
• Grafana and Kibana(Elastic DB) Tool - for analysing logs 
  
• Testing/smoke testing(Testing of Prod sites/validating testcases & workflow - internal portals - skyspark)

Good to Have

• Knowledge on the Cloud Services (AWS, Azure, Google Cloud).
• Knowledge of SQL and NoSQL database concepts.
• Handson with Containers and Kubernetes provisioning/debugging.