Application Support Engineer

The Application Support Engineer is responsible for providing technical support, maintenance, and improvement of business applications to ensure reliable performance and user satisfaction. This role involves troubleshooting application issues, analyzing root causes, coordinating with internal teams and vendors for resolution, and assisting in system enhancements that improve functionality and efficiency.

WHAT WILL YOU DO?

• Provide application support for client products
• Maintain the health of the applications by regular proactive monitoring and remediating any issues related to application availability and/or performance
• Collaborate with external/internal support teams to ensure smooth functioning of the application and resolution of issues
• Collaborate with internal/external developers for bug fixes/product enhancements
• Execute incident management processes; business communication, notification, escalation, and ensuring root cause analysis is completed and permanent corrective actions are implemented.
• Responsible for IT change management process including participation in Change
• Advisory Board (CAB) and performing impact assessment of potential changes executed by key service providers
• Provide after-hours support for incidents and changes including participation in the 24/7 on-call roster
• Support project work; production/non-production testing, operational support process/documentation, implementation support.
• Develop and maintain internal/external knowledgebase articles
• Identify process improvement opportunities and proactively work to address this via implementing automated solutions

Adhoc Tasks

• Perform other official work as instructed by the immediate supervisor/manager.
• Recommend and proactively implement opportunities for increased departmental efficiency
• Extend work hours when needed.

• Bachelor’s Degree in any field (Preferably in technical courses such as IT, Computer Science, Computer Engineering)
• Minimum 3 years in an application/production support role or equivalent preferably in payments industry.
• Operational experience in a 24/7 high availability, real-time payments processing environment
• Strong documentation and communication skills
• Strong analytical abilities, troubleshooting, and problem-solving skills
• Experience in using ITSM tools e.g. ServiceNow, Jira Helpdesk,
• Passionate for resolving customer Issues and maintaining the application availability.
• Pre/Post verification testing activities before/after code deployment
• Release and deployment management.
• Incident, problem, and Change management using ITIL best practices.

Technical (Base):

• Knowledge of cloud technologies, web services, APIs
• Performing API Testing via client test tools eg Postman, Insomnia.rest
• Running / executing Python scripts
• Able to review API documentation (internal + external) and test APIs
• Able to review code from external developers - inline with in-house/external product APIs
• Troubleshooting issues using logging tools eg Opensearch / AWS Cloudwatch
• Proactive monitoring using APM tools like New Relic, Dynatrace etc.