Application Support Engineer

Purpose of the Role

The Application Engineer performs Level 2 with expertise in Java, MySQL, Oracle, PostgreSQL, SQL, UNIX/Linux systems, Cloud AWS services, and IT Service Management (ITSM). As a member of our team, you will play a crucial role in ensuring the availability, performance, and stability of critical applications across our 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 Java, MySQL, Oracle, PostgreSQL, SQL, 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 MySQL, Oracle, PostgreSQL databases, performing data fixes and optimizations as necessary.

 Administer and support applications running on UNIX/Linux 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

Experience

 Minimum 2 years of working experience with Rest API services

 Minimum 2 years of working experience with Java frameworks such as (J2EE EJB, Spring, Microservices)

 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 Java, SQL, MySQL, Oracle, and PostgreSQL databases.

 Proficiency in UNIX/Linux operating systems, including shell scripting (e.g., Bash) for automation and system administration tasks.

 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.