Job Summary:The Application Support Engineer is responsible for managing the day-to-day support and performance of business applications to ensure system stability, reliability, and operational efficiency. This role oversees advanced problem resolution, partners with users and cross-functional IT teams to address complex system issues and works closely with Global Support Teams to support enterprise applications and deliver high-quality IT services aligned with business objectives.
Duties and Responsibilities:- Lead and coordinate the First- and Second-Level Application Support teams by managing shift coverage, assigning workloads, monitoring team performance, and collaborating with Database Administrators (DBAs) and other technical teams to ensure timely and effective issue resolution.
- Monitor and manage the complete incident lifecycle by ensuring incidents are accurately logged, classified, prioritized, assigned, investigated, resolved, and closed in accordance with established IT service management (ITSM) processes.
- Ensure compliance with Service Level Agreements (SLAs) by monitoring key support metrics, including response time, resolution time, system availability, and customer satisfaction, while identifying opportunities to improve service performance.
- Analyze incident trends, recurring issues, and root causes to identify systemic problems, implement corrective and preventive actions, and recommend long-term solutions that improve application stability and reduce future incidents.
- Ensure accurate and complete documentation of incidents, troubleshooting procedures, and resolutions within the ticketing system, while maintaining knowledge base articles and technical documentation to improve operational efficiency and knowledge sharing.
- Identify and implement improvements to support processes, tools, and workflows by evaluating current operations, recommending automation opportunities, streamlining support procedures, and driving continuous service improvement initiatives.
- Ensure the team provides effective SQL support and production application assistance by troubleshooting database-related issues, performing basic SQL queries, supporting business-critical applications, and working closely with development and database teams to resolve production issues.
- Manage escalations to third-level support teams by coordinating with application developers, infrastructure teams, vendors, and other technical specialists to ensure timely resolution of complex issues while maintaining clear communication with stakeholders.
- Provide on-site support for critical or high-impact operational incidents by leading troubleshooting efforts, coordinating cross-functional response teams, restoring application services as quickly as possible, and minimizing business disruption.
- Train, mentor, and develop Application Support personnel by providing technical coaching, facilitating knowledge transfer, promoting IT service management best practices, and fostering a culture of service excellence, continuous learning, and continuous improvement.
Education:- Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field.
Experience:- Minimum of 3 years of experience in application support, IT support, Service Desk, or a related technical support role in an enterprise environment.
- Experience in troubleshooting and resolving complex IT issues, including software, hardware, network, and application-related problems.
- Experience with ticketing platforms and SQL platforms
