Application Support Engineer - Bengaluru, India - Laerdal Bangalore

Description

We are seeking a dedicated Application Support Engineer with a background in product operations to join our dynamic team. The ideal candidate should possess a strong technical background, exceptional problem-solving skills.

Tech Expertise:

• MySQL Expertise: Troubleshoot and optimize database queries, configurations, and performance issues in MySQL databases.
• Java Proficiency: Analyze Java code, diagnose bugs, and provide code-level support for Java-based applications.
• CI/CD Basics: Understand and contribute to Continuous Integration/Continuous Deployment (CI/CD) pipelines, including version control using tools like Git.
• Debugging Skills: Utilize debugging techniques and tools to identify and resolve software bugs and issues efficiently.
• Logging and Monitoring: Experience using logging frameworks (e.g., Log4j) and monitoring tools (e.g., Nagios, Prometheus) to track application performance and troubleshoot errors.
• Rest API Basics: Understand and troubleshoot issues related to RESTful APIs, including authentication, request handling, and response parsing.
• Cloud Basics Knowledge: Familiarity with cloud computing concepts and platforms (e.g., AWS, Azure, Google Cloud) to support applications deployed in cloud environments.
• Python (Good to Have): Ability to write and understand Python scripts for automation tasks or custom tooling, enhancing support capabilities.
• Ticket Documentation: Accurately document incidents, resolutions, and troubleshooting steps in ticketing systems like Jira or Salesforce for future reference and knowledge sharing.
• Incident Management: Manage and prioritize support tickets according to severity levels, ensuring timely resolution and adherence to service level agreements (SLAs).
• Jira/Salesforce Experience: Work with ticketing and issue tracking systems like Jira or Salesforce, updating ticket statuses, assigning tasks, and collaborating with cross-functional teams.
• Communication Skills: Communicate effectively with users, stakeholders, and team members, providing clear and concise updates on incident status, resolution progress, and post-incident reviews.
• Problem-Solving Abilities: Apply analytical and problem-solving skills to identify underlying causes of issues, propose solutions, and implement preventive measures to avoid recurrence.
• Technical Support: Provide Level 2 technical support to users and stakeholders, addressing complex issues related to supported applications.
• 3-5 years in development and maintenance of applications
• Troubleshoot issues in production environments.
• Implement ITIL best practices, resulting in quicker more accurate service to the customers.
• Ensure Client SLAs are met - Manage deliverables for critical applications by working with Business users and understand the IT/business SLA's
• Troubleshoot Major Incidents, involving and engaging all necessary teams, create post mortems, and ensure closure of incident
• Respond to user issues, working with the Development team or external support teams for the resolution.
• Contribute to and maintain support knowledge base.
• Monitor and support production applications and environments
• Participate in deployment and configuration management activities.
• Research issues to ensure service level agreements are met, and research application, data, and database related issues
• Collaborate with Dev/L3s on incidents/issue triages and release/change review meetings as well as identify enhancements for application platform stabilization.

Good to Have:

• Understanding of ITIL and ITSM frameworks.
• Understanding of the software delivery lifecycle.
• Knowledge about transactional systems is mandatory
• Adept in the development of automated tools, systems, and services in multiple technology domains with excellent debugging and trouble shooting skills
• Exposure to health care /Retail domain
• Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues.
• Strong business acumen, communication and presentation skills.