Application Support Engineer

Description

We are looking for an Application Support Engineer tier level II who would be responsible for working with a team of people located in India who provide 2nd-line support and maintenance for several companies developed applications for both internal and external customers. They are responsible for ensuring resolution of service issues and turnaround of change requests within target SLAs.

Responsibilities:

• Managing ticket workload across several customers, escalating issues where appropriate and providing resolution to issues

• Liaising with internal Customer Success Managers, Product Owner, Development Team and Implementation Team

• Troubleshooting issues in the product (application and data), database server, and networks, to minimize risk of disruptions

• Communicating and escalating critical service failures through the Senior Management teams

• Assisting in building up the Services Support Knowledgebase

• Undertaking continuous improvement in the operation

• Supporting updates to products and services in both staging and production (live) system environments, in compliance with defined procedures

• Creating Oracle Databases scripts to identify and correct data integrity issues in customer's data

Requirements

• Knowledge of Microsoft Windows Server

• Knowledge of Linux server

• Jira Service Desk experience

• Confluence experience

• Experience working with SQL and/or Oracle commands and/or queries

• Intermediate/Advanced knowledge of Microsoft Office products including Excel, Access, and SharePoint

• Experience reviewing and/or troubleshooting software code