Application Support Engineer II

Overview

Application Support Engineer II on a 24x7 Follow the Sun support team, serving as front line for alert response and resolution and collaborating with cross-functional teams to resolve technical issues, alerts and cases.

What you'll do

• Work customer issues in the assigned SalesForce queue by troubleshooting application issues and closing the loop with all parties involved.
• Contribute to the definition and management of application layer technology standards and processes, including software version, configuration management, load balancing, database connectivity, and release/maintenance management.
• Administer monitoring tools (ProActiveNet, AlertSite, datadog, cloudwatch, PRTG, PagerDuty, graylog, Kibana, custom scripts).
• Support new customer implementations and transitions from lower environments to production support.
• Respond to technical application questions and issues raised by customers in support of Operating Level agreements.
• Handle escalations using a swarming methodology.
• Be available in Hip Chat and Skype rooms during business hours.
• Respond to off-hours pages and escalations.
• Participate in maintenance, performance testing, operations acceptance testing (OAT) and/or release activities as required.
• Administer assigned JIRA ticket queues and follow up with appropriate parties.
• Communicate pertinent information to team members, management and customers according to Support service level standards.
• Provide feedback to product and development teams to improve usability and functionality of GHX applications.
• Adopt and participate in Knowledge Centered Support (KCS) by creating and modifying articles in SalesForce.
• Perform other duties as assigned.

What you'll need

• 2+ years of Application Support or related experience.
• Ability to work on own initiative, learn quickly, and function effectively with team members in a high-pressure and dynamic environment.
• Effective listening, verbal and written communication skills.
• Unix or Windows application production/customer support experience.
• Customer-focused attitude.
• Experience with task automation.
• Experience with environment monitoring tools (Cloudwatch/Datadog/PagerDuty/etc.).
• Amazon Web Services (AWS) or cloud-based architecture support experience.
• Ability to understand and work with complex enterprise application environments.
• Strong attention to detail and ability to follow established procedures.
• Experience with at least a subset of: Windows and/or Unix OS proficiency; AWS; Python, Perl, Unix and/or Windows scripting; JBoss Application Server; JSON and RESTful API; Apache Tomcat; IIS Application Server; understanding of OSI Model; JVM monitoring tools (jvmstat, etc.); network monitoring (snoop, NetMon); EDI (ANSI/X12) and XML knowledge; HTTPS, AS2, SFTP protocols; MySQL, MongoDB, DynamoDB, MSSQL, Oracle.
• 4-year degree in computer science or related field, or equivalent experience.

Nice to have

• Familiarity with ITIL or MOF Change Management concepts.
• Familiarity with Oracle/SQL Server and RDBMS concepts.

Details

• Location: Hyderabad, Telangana, India.
• Hybrid work options may be available.
• Round-the-clock (24x7 Follow the Sun) support coverage.