Application Support Engineer

Roles and Responsibilities:

• Provide technical support, administration, and maintenance for business-critical applications.
• Monitor application performance, availability, and overall system health.
• Troubleshoot application issues, analyze logs, and identify root causes to minimize downtime.
• Manage incidents, service requests, and problem tickets in accordance with defined SLAs.
• Perform application configuration, routine maintenance, upgrades, and patching.
• Monitor application jobs, batch processes, and scheduled tasks to ensure successful execution.
• Work with database, server, network, and infrastructure teams to resolve technical issues.
• Perform basic SQL queries and database troubleshooting to validate data and investigate application issues.
• Coordinate application deployment, release management, and change management activities.
• Maintain application documentation, operational procedures, and troubleshooting guides.
• Support backup, recovery, disaster recovery, and business continuity activities.
• Proactively identify recurring issues and implement preventive measures to improve application stability.
• Coordinate with vendors and other technical teams for complex issue resolution.
• Prepare daily operational reports, incident summaries, and shift handover reports.
• Ensure compliance with security policies, operational standards, and ITIL processes.
• Provide production support during business-critical activities and participate in rotational shifts or 24/7 support, as required.

Preferred candidate profile

• Bachelors degree in Computer Science, Information Technology, or a related technical field.
• Relevant experience in application support, application administration, or production support, preferably in a data center environment.
• Strong knowledge of application monitoring, troubleshooting, incident management, and problem resolution.
• Basic to advanced knowledge of SQL and database troubleshooting.
• Familiarity with Windows Server and Linux/Unix operating systems.
• Understanding of networking fundamentals, including TCP/IP, DNS, ports, and connectivity troubleshooting.
• Experience with monitoring tools, ticketing systems, and ITSM processes such as ServiceNow, Jira, or BMC Remedy.
• Knowledge of ITIL processes, SLA management, Root Cause Analysis (RCA), and change management.
• Ability to analyze application logs, identify technical issues, and coordinate with infrastructure, database, and network teams.
• Strong analytical, communication, documentation, and problem-solving skills.
• Ability to work independently, manage multiple priorities, and handle critical production incidents.
• Willingness to work in rotational shifts and provide 24/7 operational support, if required.
• A proactive approach to identifying recurring issues and improving application availability, performance, and reliability.