Application Support Engineer

The Application Engineer performs Level 2 with expertise in Node.js, MSSQL, Windows systems, Cloud AWS services (EC2, ECS, S3, RDS, Cloudwatch etc.), and IT Service Management (ITSM). As a member of the team, you will play a crucial role in ensuring the availability, performance, and stability of critical applications across the organization.

• As an Application Support Level 2 specialist, your primary purpose is to ensure the reliable operation and optimal performance of critical applications essential to our organization's success.
• Collaborate closely with Level 1 support, development teams, and other IT stakeholders to address escalated technical issues efficiently. By leveraging your expertise in Node.js, MSSQL, UNIX/Linux, Cloud AWS, and IT Service Management (ITSM), you will play a crucial role in resolving incidents promptly, maintaining service levels, and minimizing downtime.
• Documentation of processes and troubleshooting steps will facilitate knowledge sharing, contributing to continuous improvement and ensuring seamless business operations.

Nature of Work

• Provide second-level technical support for applications, handling escalated incidents from Level 1 support and ensuring timely resolution within defined SLAs.
• Utilize SQL queries to analyze and troubleshoot issues in MSSQL databases performing data fixes and optimizations as necessary.
• Administer and support applications running on EC2 environments, including shell scripting (e.g., Bash) for automation tasks, log analysis, and system monitoring.
• Configure, monitor, and troubleshoot Cloud AWS services (e.g., EC2, RDS, S3) used for application hosting, storage, and integration.
• Collaborate closely with development teams to escalate and resolve issues requiring code changes or enhancements.
• Implement and adhere to IT Service Management (ITSM) processes such as incident, problem, and change management.
• Document support processes, procedures, and troubleshooting steps to ensure knowledge sharing and training of Level 1 support teams.
• Participate in on-call rotation and handle urgent support requests outside regular business hours when necessary.

Problem Solving

• Accountable for solving problems and dealing with difficulties in line with policy, process and other guidelines applying technical knowledge and expertise
• Depending on the nature of the specific role, problems can range from repetitive daily issues to complex technical problems requiring significant expertise
• Escalate problems according to guidelines
• Provide technical solutions for deficiencies in process, application configuration and operational procedures. Resource Complexity

• Accountable for prioritizing own use of time to deliver the workload expected of the role while working within policy and guidelines and applying technical knowledge
• Understand and proactively involve in programs related to Tech Upgrade, Platform Automation and Cloud Migration program.
• Ensure that delivery is sufficiently well designed to mitigate the risks posed by the changes
• Ensure compliance with all applicable laws and regulations relating to the above functional activities.

Experience

• Minimum 2 years of working experience with Rest API services
• Minimum 2 years of working experience with React frameworks such as (Next/Nest.js)
• Minimum 3 years of working experience with microservices framework and containers
• Working experience with AWS Cloud
• Minimum 2 years of experience in application support, with a strong command of React.js, MSSQL database.
• Solid understanding of Cloud AWS services and their application in a business environment, with hands-on experience in configuration and troubleshooting.
• Knowledge of IT Service Management (ITSM) frameworks and practices, such as ITIL.

Capability

• Ability to pick up knowledge of the application
• Strong interpersonal and facilitation skills along with effective communication (both written and verbal) skills
• Proactive to propose innovative solutions or alternative approaches to difficult issues