Junior Application Support Engineer

About the Position

We are seeking a Junior Application Support Engineer to provide 24x7 support for business-critical applications, ensuring system availability, performance, and SLA compliance.

Responsibilities

• Provide 24x7 application support for business-critical systems.
• Monitor and resolve incidents, especially those impacting application availability and performance.
• Perform effective triage, root cause analysis, and issue routing across Application, Core, and Data teams.
• Support applications related to RPA and Contact Center Engineering.
• Troubleshoot issues by analyzing system logs, job failures, and batch processes.
• Manage administrative tasks such as access requests, coordination, and release activities.
• Ensure adherence to defined SLAs and maintain proactive communication during incidents.
• Identify and diagnose technical issues related to the application, research and implement solutions to resolve problems efficiently.
• Review the application code, configuration, and data to identify the problem that members or team members are facing and perform minor code fixes.
• Respond to user inquiries and requests for assistance, provide clear and concise explanations of technical concepts.
• Document and track user issues to ensure timely resolution.
• Create and track incident reports, assign incidents to appropriate teams for resolution.
• Create and maintain a comprehensive knowledge base of frequently asked questions and troubleshooting procedures. Ensure the knowledge base is up-to-date and easily accessible to users.
• Monitor the performance of the applications and identify potential issues. Take proactive steps to optimize application performance.

Requirements

• 1-3 years of experience in application support.
• Strong understanding of system logs, job failures, and batch processes.
• Experience with administrative tasks, SLA compliance, and incident management.
• Proficiency in root cause analysis and issue routing.
• Knowledge of RPA and Contact Center Engineering.
• Ability to perform minor code fixes.
• Experience with creating and maintaining a knowledge base.
• Ability to monitor application performance and optimize it.

We Offer

• Opportunity to work in a hybrid work mode.
• Be part of a team that ensures system availability and performance.
• Competitive salary and benefits package.

About the Company

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