Key Responsibilities:

• Provide expert-level technical support for enterprise applications, ensuring all issues are resolved in a timely and effective manner.
• Troubleshoot complex application problems and identify root causes, providing solutions to prevent future occurrences.
• Perform in-depth analysis of application errors, code issues, and integration problems, ensuring that critical business processes are not disrupted.
• Work closely with application development teams to understand system functionality and provide efficient support.
• Coordinate with vendors and third-party service providers to resolve application-related issues.
• Assist in the deployment and release of new application versions and patches.
• Monitor application performance to proactively identify areas of improvement, ensuring the optimal performance of business applications.
• Document application issues, resolutions, and best practices for future reference.
• Collaborate with infrastructure teams to ensure proper system configuration and application integration across platforms.
• Participate in on-call rotation to provide 24/7 support in case of critical application outages.
• Work closely with business users to understand their needs and ensure that application systems are meeting business requirements.
• Support user training, providing knowledge transfer and troubleshooting guides as needed.
• Maintain and update application documentation, including configuration files and change logs.
• Ensure compliance with ITIL processes, including incident management, change management, and problem management.

Skills

Skills and Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience as an Application Support Engineer, Application Support Analyst, or in a similar role, with at least 5 years of experience in IT support.
• Strong knowledge of enterprise-level applications and their configurations.
• Proficiency in troubleshooting application issues in both on-premise and cloud environments.
• Strong hands-on experience with databases (SQL, Oracle, MySQL) and application integration tools.
• Familiarity with application servers, web servers, and middleware platforms (e.g., Apache, Tomcat, WebLogic, JBoss, etc.).
• Deep understanding of software development life cycle (SDLC) and deployment processes.
• Experience in supporting complex, multi-tier applications (front-end, back-end, databases, and integrations).
• Proficient in scripting and automation for troubleshooting and problem resolution (e.g., Shell, Python, PowerShell, etc.).
• Familiarity with monitoring and ticketing tools such as ServiceNow, JIRA, and similar.
• In-depth understanding of ITIL processes, especially incident, problem, and change management.
• Excellent analytical and problem-solving skills, with the ability to think critically in high-pressure situations.
• Strong communication skills to interact with both technical and non-technical stakeholders.

Preferred Skills:

• Experience in DevOps or automation frameworks (e.g., Jenkins, Ansible, Docker, Kubernetes).
• Knowledge of cloud platforms (AWS, Azure, Google Cloud) and cloud-based application architecture.
• Familiarity with software testing and debugging tools (e.g., JUnit, Selenium).
• Certifications like ITIL Foundation, Oracle, or application-specific certifications are a plus.
• Knowledge of network protocols and systems (e.g., HTTP, HTTPS, TCP/IP, DNS, etc.).