Application
support engineers oversee the installation and maintenance of software
applications in order to streamline business operations. Their duties include
monitoring software application performance and provide a dynamic service
identifying and solving issues within multiple components of critical business
systems.
Mandatory Skills :
· MySQL, MS office, Presentation, Communication.
· Knowledge in Java Spring boot, Microservices, REST
API, AWS , and Node.js.
Accountabilities:
·
Working knowledge of MySQL Databases & basic
network configuration.
·
Working Knowledge of IT Hardware and Software.
·
Deep understanding of Web Applications, eCommerce, and
Administration of Web Applications.
·
Knowledge on ticketing systems like JIRA, Salesforce,
Service Now or any equivalent ticketing tools.
·
Knowledge on the ITIL flow.
·
Ability to diagnose & address application issues.
·
Experience in escalation handling.
·
Experience in working with enterprise customers.
·
Knowledge on healthcare domain / Learning platforms
will be added advantages.
·
Additional knowledge on AWS Fundamentals is good to
have.
·
Good skills on written and spoken English.
Responsibilities:
·
3 to 5 years of Experience in Application support,
application services, and/or system administration for a large end-user
community.
·
Able to effectively communicate as the internal expert
with customers at an executive level on in-depth technical details, progress
and next steps.
·
Ability of problem-solving complex tickets, summarize
root cause, recommend solutions and then escalate when appropriate.
·
Act as a customer champion by being the voice of the
customer check communication channels to stay on top of and communicate
effectively and proactively with the company or team updates.
·
Assist your global teammates in driving long-running
tickets in your areas of expertise to resolution.
·
Flexible to work in night shifts.
·
Coordinate with internal and external customers as
necessary.
·
Escalate issues to the respective product team which
cannot be resolved by the support team and have a constant follow up until
closure.
·
Provide escalated ticket/incident management for
supported applications.
·
Escalating and logging tickets, identifies, diagnoses,
and resolves technical problems and business critical incidents through
analysis of trends, root causes, and business impact.
·
Contribute to the knowledge base and documentation for
Application Support improvements.