Application Support Engineer

Location: Gurgaon (WFO), 5 days - Alternative support from home on Saturday's

Notice Period: Immediate Joiners Only

If you're an immediate joiner send your profile at [email protected]

Key Responsibilities

Incident & Production Support

• Handle Level-3 application support incidents escalated from Service Desk (L2 and above).
• Analyze, troubleshoot, and resolve application issues within agreed SLAs.
• Monitor production applications and identify potential issues proactively.
• Perform impact analysis and provide timely updates on major incidents.
• Participate in incident bridge calls and problem resolution meetings.

Problem Management

• Conduct Root Cause Analysis (RCA) for recurring incidents.
• Identify permanent fixes and preventive actions.
• Maintain Known Error Database (KEDB) and workaround documentation.

Application Monitoring

• Monitor application health, APIs, middleware, interfaces, and batch jobs.
• Review logs, alerts, and system performance metrics.
• Coordinate with infrastructure, database, network, cloud, and vendor teams for issue resolution.

Change & Release Support

• Support application deployments and release activities.
• Validate production changes and perform post-deployment verification.
• Assist in rollback planning and release management activities.

User Support

• Provide technical support to business users.
• Analyze business-reported issues and recommend solutions.
• Prepare user communication during outages and maintenance activities.

Documentation & Reporting

• Maintain SOPs, troubleshooting guides, and support runbooks.
• Publish daily/weekly incident and availability reports.
• Track SLA compliance and support KPIs.

Technical Skills Required

Mandatory Skills

• Application Production Support
• SQL Query Writing & Database Troubleshooting
• Unix/Linux Commands
• Log Analysis and Monitoring
• API Troubleshooting (REST/SOAP)
• Incident & Problem Management

Preferred Skills

• Middleware/ESB Support (MuleSoft, IBM Integration Bus, WSO2, Kong, etc.)
• Cloud Platforms (AWS, Azure, OCI)
• Splunk, ELK, AppDynamics, Dynatrace, Grafana
• ITSM Tools (ServiceNow, Jira, BMC Remedy)
• Batch Scheduling Tools (Control-M, Autosys)

Responsibilities Matrix

Area

Responsibility

Incident Management

Resolve L2 incidents within SLA

Monitoring

Track application health and alerts

RCA

Investigate and document root causes

Change Support

Support production releases

Vendor Coordination

Work with OEM/vendor teams

Reporting

Publish support metrics and dashboards

User Communication

Update stakeholders during outages

Key Performance Indicators (KPIs)

• Incident Resolution SLA: >95%
• Application Availability: >99.5%
• Mean Time to Resolve (MTTR)
• Number of Repeat Incidents
• RCA Closure within Defined Timelines
• Change Success Rate
• Customer/User Satisfaction Score

Qualification

• Bachelors degree in computer science, IT, Engineering, or related discipline.
• ITIL Foundation certification preferred.
• Experience in Banking, NBFC, Financial Services, or Enterprise Applications is desirable.

Preferred for Banking/NBFC Environment

• Loan Origination Systems (LOS)
• Loan Management Systems (LMS)
• Salesforce Applications
• API Gateway Support
• Business Rules Engine (BRE) Support
• Regulatory and Audit Compliance Awareness
• 24x7 Production Support Experience

Working Model

• Rotational shifts and on-call support.
• Availability during critical business hours, releases, and major incidents.
• Weekend support during planned maintenance activities.