The Application Support Engineer

Application Engineer

Heartfulness IT-CNS

Location Kanha Shanti Vanam, Hyderabad (WHQ)

Work Mode On-site — Kanha Shanti Vanam

Work Hours 9:00 AM – 6:00 PM, 6 days a week

Employment Type Full-Time

Experience Required 2+ years of relevant experience in application/production support

Organization Overview

Heartfulness Institute is a global non-profit organization dedicated to holistic well-being through the practice of Heartfulness

meditation. With a presence across more than 160 countries and millions of practitioners worldwide, Heartfulness supports

individuals in cultivating inner balance, purposeful living, and community well-being. Headquartered at Kanha Shanti Vanam, one

of the world's largest meditation centers, the Institute relies on a robust, secure, and scalable technology backbone — including

its business applications and support functions — to serve its global community.

Position Summary

The Application Support Engineer will be responsible for the day-to-day monitoring, troubleshooting, and support of Heartfulness

IT's business applications. This role acts as the first line of response for application-related incidents and service requests, working

closely with development, infrastructure, and business teams to ensure applications remain stable, available, and performing as

expected. The role is well suited to someone detail-oriented, responsive under pressure, and comfortable working across both

technical and functional teams.

Key Responsibilities

• Incident & Ticket Management: Monitor, triage, and resolve incidents and service requests raised through the ticketing

system, ensuring SLAs are consistently met.

• First-Level Troubleshooting: Perform L1/L2 diagnosis of application issues, including log analysis, basic query checks, and

configuration reviews, escalating to development teams as needed.

• Application Monitoring: Conduct routine health checks and proactive monitoring of business applications to identify and

address issues before they impact users.

• Root Cause Analysis: Investigate recurring issues, document root causes, and work with engineering teams to drive

permanent fixes.

• Release & Deployment Support: Support application releases, patches, and deployments, including basic pre- and

post-deployment verification.

• Documentation: Maintain and update SOPs, runbooks, and known-error documentation to improve support efficiency over

time.

• Stakeholder Communication: Provide timely status updates to business users and stakeholders on open issues and planned

maintenance.

• User & Access Support: Assist with user access requests, basic application configuration, and coordination with the IT

security function where required.

• Cross-Team Coordination: Work closely with development, infrastructure, and QA teams to ensure smooth handling of bugs,

enhancements, and escalations.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 2+ years of experience in an application support, production support, or L1/L2 technical support role.

Heartfulness Institute | Confidential | Page 1 of 2

Heartfulness Institute We Are Hiring

• ITIL Foundations certificate or a related service management framework is an added advantage.

Required Skills & Experience

• Working knowledge of ticketing and service management tools (e.g., JIRA, Freshservice, ServiceNow).
• Basic to intermediate Windows, Linux, MS Office, and SQL skills for data checks and troubleshooting.
• Understanding of web application architecture, APIs, and application logs.
• Familiarity with monitoring tools (e.g., Grafana, New Relic, CloudWatch) is a plus.
• Comfortable working with Windows/Linux environments at a basic administrative level.
• Strong analytical and problem-solving skills, with the ability to prioritize under pressure.
• Good written and verbal communication skills for coordinating with technical and non-technical stakeholders.
• Willingness to support occasional off-hours or on-call activity for critical incidents, as required.
• Knowledge of ITIL practices (incident, problem, and change management) is a plus.

What We Offer

• The opportunity to support mission-critical applications for a globally respected wellness organization.
• A collaborative, mission-driven work culture rooted in Heartfulness values.
• Exposure to a broad range of applications, tools, and cross-functional teams.
• Opportunities for professional growth and certification support.

Heartfulness Institute is an equal-opportunity organization and welcomes applications from all qualified candidates regardless of

race, gender, religion, disability, or any other protected characteristic.

Work Location: In person