Tech Support Engineer_Application Maintenance and Support

Job Summary

As a Technical Support Engineer - Application Maintenance and Support, you will be responsible for providing L2/L3 support for healthcare applications, ensuring application stability, troubleshooting complex production issues, performing root cause analysis, and driving timely resolution of incidents. You will collaborate with cross-functional teams to maintain system reliability, support releases, manage escalations, and continuously improve application performance while adhering to ITIL and support best practices.

Responsibilities

• Responsible for the day-to-day maintenance of application systems in operation, including tasks related to identifying and troubleshooting application issues, resolution and escalation.
• Provide L2/L3 support for application incidents, service requests, and production issues in a healthcare environment.
• Analyze incidents, identify root causes, and implement effective resolutions to minimize business impact.
• Quickly learn and adapt to new applications, tools, and support processes to ensure efficient issue resolution.
• Take end-to-end ownership of assigned tickets and proactively drive them to closure within SLA timelines.
• Communicate effectively with clients and internal stakeholders through calls, emails, and ticket updates.
• Be flexible to support business requirements through rotational shifts, including US business hours and 24x7 support as needed.
• Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies.
• Respond to client problems (phone/portal) including voice support (Inbound/Outbound), logged and documented incidents within a ticketing system (Auto generated tickets).
• Refer incidents to senior team when an incident is beyond their scope.
• Ensure SLAs are met and delivered according to Support specification.
• Participate in sharing knowledge and publishing Knowledge articles.

Experience

• 3 - 5 Years

Location

• Bangalore
• Chennai
• Mumbai
• Hyderabad
• Pune

Educational Qualifications

• Engineering Degree - BE/ME/BTech/MTech/BSc/MSc.
• Technical certification in multiple technologies is desirable.

Skills

Mandatory Technical Skills

• L2/L3 Application Support
• Incident Management and Escalation Handling
• Linux
• SQL Server Database Support and Troubleshooting
• Root Cause Analysis (RCA)
• Application Issue Identification and Resolution
• ITSM Ticketing Tools (ServiceNow, Remedy, Jira Service Management, and more)
• ITIL Framework

Good to Have Skills

• Healthcare Domain Experience
• Knowledge Article Creation and Documentation
• Experience in 24x7 Production Support Environment
• Exposure to US Client Support

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.