Application Support Engineer

# Application Support Engineer ## Job Summary The Application Support Engineer plays a critical role in ensuring the smooth operation of applications and resolving issues efficiently. The position requires a strong understanding of supply chain processes, coupled with excellent communication skills. The role focuses on maintaining system performance, troubleshooting incidents, and providing timely resolutions to ensure client satisfaction. ## Responsibilities - Ensure timely response to all tickets raised by client end users, maintaining quality standards. - Act as a custodian for the client’s network, server, system, storage, and infrastructure to ensure proper functioning and upkeep. - Perform root cause analysis (RCA) of tickets raised and create actionable plans to resolve issues for client satisfaction. - Maintain communication with clients regarding service requests, providing solutions within defined timeframe. - Install and configure software/hardware as per service requests. - Track all tickets from acceptance to resolution, ensuring adherence to resolution timeframes set by customers. - Collaborate with onsite teams for complex problem resolution and timely client servicing. - Review logs from chatbots to ensure all service requests/issues are addressed promptly. ## Qualifications - **Education**: Bachelor’s degree in Computer Science, Information Technology, or related field. - **Experience**: 5+ years in application support or a related field. - **Skills**: - Strong understanding of supply chain processes. - Strong communication and interpersonal skills. - Knowledge of log management and analysis tools such as Splunk and Kibana. - Experience with Incident Management Software such as ServiceNow, Jira Service Management, BMC Remedy, and similar tools. - Familiarity with automation and integration systems and applications. - Understanding of SQL, JSON, and Python (added advantage). - Experience with reporting tools like Tableau is appreciated. - Strong debugging skills with a focus on root cause analysis (RCA) and problem management. ## Preferred Skills - ServiceNow knowledge. - Database knowledge (e.g., PL/SQL). - Application support experience. - Proficiency in reporting skills. ## Experience 5+ years of relevant experience in application support and incident management. ## Environment The position is open for candidates across PAN India and may involve remote work depending on the client’s needs. ## Salary Estimated salary range of 200K/month. ## Growth Opportunities Not specified. ## Benefits Not specified.