Lead Application Support Engineer

Overview

Lead Application Support Engineer responsible for supporting complex and business-critical applications through Incident and Problem Management processes, including troubleshooting, incident response, root cause analysis and continuous improvement.

What you'll do

• Maintain and support complex and business-critical applications requiring integration across functions and broad impact on business processes.
• Deliver quality support to users.
• Troubleshoot and rectify application issues, providing progress updates to seniors and stakeholders.
• Drive major incident response, root cause analysis and blameless postmortems.
• Monitor application alerts and provide proactive services.
• Prepare and maintain documentation for issues and implemented solutions.
• Understand upstream and downstream dependencies and end-to-end business processes of the applications.
• Perform root cause analysis by reviewing application logs and data, and identify and implement corrective and preventive measures.
• Troubleshoot defects, data errors and configuration problems to determine the origin of application errors.
• Work closely with other operational and support groups and create increased synergies.
• Work in a rotational shifts (24/7) environment.
• Identify automation opportunities and implement them to eliminate manual tasks performed by the team.
• Participate in functional and technical knowledge transfer of changes planned for the production environment and ensure related documents, diagrams and procedures are updated.
• Participate in validating application changes, upgrades and other infrastructure changes in the production environment.
• Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
• Work on initiatives focused on continuous improvement of the application maintenance and support model and associated processes using appropriate technologies.

What you'll need

• 8+ years of experience as an application maintenance and support engineer.
• Good exposure to Incident, Request and Problem Management processes with troubleshooting skills and not just coordination.
• Good working knowledge supporting JEE and Enterprise Technologies and microservice-based applications.
• Hands-on experience writing SQL queries.
• Ability to work independently with minimum supervision.
• Technical skills and tools knowledge in ServiceNow, Oracle, SQL, Kafka, basics of Unix, and monitoring tools such as Dynatrace and Splunk.
• Good understanding of SRE principles.
• Ability to work with cross-functional teams.
• Ability to demonstrate professionalism and enthusiasm and create a collaborative climate.
• Bachelor’s Degree in computer science or a related field.

Nice to have

• Understanding of cloud-based applications.
• Knowledge of AWS and Azure.
• Financial domain knowledge.
• ITIL Foundation certification.

Details

• Location: Bangalore, India.
• Work mode: Hybrid.
• Rotational shifts in a 24/7 environment.
• Partners include Application Support Engineers and cross-functional teams across geographies, including the US team.