Job Description
We are looking for a detail-oriented and proactive Senior Application Support Engineer to join our IT support team. This role primarily involves ensuring the seamless operation of our applications by addressing and resolving application issues, monitoring application uptime, and tracking Service Level Agreements (SLA). The ideal candidate will also have experience in automating operational tasks to improve efficiency and enhance system reliability. The role requires someone who can troubleshoot complex application issues while driving automation initiatives to improve processes and reduce manual intervention.
Key Responsibilities
1) Application Support & Troubleshooting
- Provide timely resolution of application issues by diagnosing and troubleshooting software malfunctions or performance problems.
- Collaborate with development teams to identify and resolve root causes of recurring issues.
- Assist in analysing and resolving escalated application-related incidents from end-users or internal teams.
2) Monitoring & Uptime
- Continuously monitor the health and performance of applications to ensure uptime and availability meet agreed-upon SLAs.
- Set up and maintain monitoring tools to proactively detect application performance degradation or outages.
- Generate and analyze reports on application uptime, system alerts, and performance metrics to ensure compliance with SLAs.
3) SLA Monitoring & Reporting
- Track and ensure adherence to application SLAs, ensuring response and resolution times are met as per the agreement.
- Prepare and maintain detailed documentation of SLA metrics, reporting on any SLA breaches and developing corrective actions.
- Work closely with the service delivery teams to improve SLA performance and meet customer expectations.
4) Operational Automation
- Serve as the primary point of contact for application support issues, collaborating with cross-functional teams (development, operation and business teams).
- Provide regular updates and communicate effectively with stakeholders regarding incident resolution, application uptime, and automation projects.
- Support documentation and knowledge management for common troubleshooting procedures, application configuration, and operational best practices.
5) Continuous Improvement
- Participate in root cause analysis (RCA) for major incidents and work with teams to develop corrective and preventive actions.
- Identify opportunities for process improvements within application support and automation workflows.
Qualification & Experience
- Bachelor’s degree/Diploma in Computer Science or Information Technology or relevant technical experience.
- 3+ years of experience in an application support or IT operations role, supporting enterprise-level applications and systems.
- Proven experience with monitoring tools and application performance monitoring (APM) tools.
- Hands-on experience with SLA management and understanding of the importance of meeting response and resolution time targets.
- Able to work on non-standard working hours and weekends to support retails users or partners.
- Proficient in scripting and automation using languages such as Python, Bash, PowerShell, or Ruby, Microsoft Power Automate.
- Knowledge of database management (SQL/NoSQL) and common web technologies (e.g., HTTP, REST APIs, microservices).
- Familiarity with cloud platforms and technologies (e.g., AWS, Azure, Google Cloud) and cloud-native application monitoring.
- Strong troubleshooting skills to diagnose and resolve application performance issues, system failures, and incidents.
- Ability to analyze large datasets for trends and incidents affecting application health or SLA performance.
· Excellent verbal and written communication skills, with the ability to work with technical and non-technical stakeholders.
· Strong ability to collaborate in a team environment and contribute to operational excellence.
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