Application Support Engineer

We are looking for an experienced Service Reliability Engineer (SRE) with strong expertise in Production Support, Application Support, DevOps, Enterprise SaaS/ERP, Cloud, Monitoring, Incident Management, and Automation.

The candidate will be responsible for ensuring the reliability, availability, performance, and scalability of critical enterprise applications in a 24x7/global production environment. Experience with Oracle Cloud ERP / Oracle Fusion Cloud is preferred.

Key Responsibilities

1. Production Support & SRE

• Provide L2/L3 production support for enterprise applications and SaaS/ERP platforms.
• Monitor application health, availability, performance, and capacity.
• Identify and resolve production issues within defined SLAs.
• Participate in on-call and 24x7 support rotations.
• Drive reliability improvements and operational excellence.

2. Enterprise SaaS / ERP Support

• Support enterprise SaaS and ERP applications in production environments.
• Experience with Oracle Cloud ERP / Oracle Fusion Cloud is preferred.
• Troubleshoot application, integration, performance, and availability issues.
• Coordinate with application, infrastructure, cloud, and development teams.

3. Monitoring & Observability

• Monitor applications and infrastructure using tools such as:

• Splunk

• Grafana

• OCI Monitoring

• Prometheus

• AWS CloudWatch

• Develop and maintain dashboards, alerts, and monitoring solutions.

• Analyze logs, metrics, and application health indicators.

4. Incident & Problem Management

• Handle P1/P2 production incidents and participate in incident response.
• Perform detailed Root Cause Analysis (RCA) for recurring and critical incidents.
• Implement preventive and corrective actions.
• Participate in post-incident reviews and continuous improvement initiatives.
• Ensure incidents are resolved within agreed service levels.

5. Cloud & Infrastructure

• Work with cloud platforms such as OCI, AWS, or Azure.
• Troubleshoot cloud infrastructure and application-related issues.
• Monitor cloud resources, availability, and performance.
• Support cloud-based enterprise applications and services.

6. Automation & Scripting

• Develop automation solutions using:

• Python

• Shell scripting

• Terraform

• Automate repetitive operational and support activities.

• Contribute to infrastructure and application automation initiatives.

7. Service Management

• Follow IT service management processes covering:

• Incident Management

• Change Management

• Problem Management

• Apply ITIL principles in production support activities.

• Maintain proper operational documentation and support procedures.

8. Reliability Engineering

• Define and monitor SLI, SLO, and SLA metrics.
• Improve application availability, performance, scalability, and resilience.
• Identify reliability risks and recommend appropriate improvements.
• Contribute to capacity and performance management.

9. Disaster Recovery

• Participate in Disaster Recovery (DR) planning and testing.
• Understand and work with RTO and RPO requirements.
• Support application recovery and business continuity exercises.

10. Stakeholder Management

• Work closely with global teams, application owners, development teams, infrastructure teams, and business stakeholders.
• Provide clear communication during critical incidents and outages.
• Coordinate effectively in a 24x7/global support environment.

Must-Have Skills

• Experience in SRE / Production Support / Application Support / DevOps.
• Experience supporting Enterprise SaaS / ERP applications in production.
• Experience with Oracle Cloud ERP / Oracle Fusion Cloud is preferred.
• Strong experience with monitoring and observability tools such as Splunk, Grafana, OCI Monitoring, Prometheus, or CloudWatch.
• Strong P1/P2 incident management and RCA experience.
• Experience with OCI, AWS, or Azure.
• Strong scripting/automation skills using Python, Shell, or Terraform.
• Knowledge of Incident, Change, and Problem Management.
• Exposure to ITIL processes.
• Understanding of SLI, SLO, SLA, availability, performance, and scalability.
• Experience with DR planning/testing, RTO, and RPO.
• Strong stakeholder management and communication skills.
• Experience working in 24x7/global production support environments.