Job Summary :
We are looking for an experienced Application Support Engineer with strong expertise in production support, incident management, SQL, and data analysis. The ideal candidate will have hands-on experience troubleshooting enterprise applications, analyzing large datasets, managing ITSM processes, and collaborating with cross-functional teams to ensure high system availability and operational excellence.
Key Responsibilities :
- Monitor production applications and resolve incidents within defined SLA timelines.
- Handle incidents, service requests, and problem records using ServiceNow or a similar IT Service Management (ITSM) platform.
- Perform root cause analysis (RCA) for recurring issues and implement long-term corrective actions.
- Analyze large volumes of data to identify trends, anomalies, and data quality concerns.
- Develop and execute complex SQL queries to investigate application and database issues.
- Prepare and maintain operational documentation, troubleshooting guides, knowledge articles, and standard operating procedures.
- Work closely with development, infrastructure, database, and business teams to resolve production issues efficiently.
- Support application deployments, release activities, and post-deployment validation.
- Provide regular updates to business and technical stakeholders regarding issue status and resolution progress.
- Participate in production support rotations and on-call activities when required.
Required Skills :
- Incident Management, Problem Management, and Request Management
- ServiceNow or other ITSM platforms
- Advanced Oracle SQL and data analysis
- Production application support
- Root Cause Analysis (RCA)
- Data investigation and troubleshooting
- Strong analytical and problem-solving skills
- Documentation and knowledge management
- Excellent verbal and written communication
- Ability to work independently while managing multiple priorities
Preferred Skills :
- Talend or other ETL/Data Integration tools
- Microsoft Power BI or similar reporting and analytics platforms
- Google Cloud Platform (GCP) and/or Amazon Web Services (AWS)
- Python scripting and automation
- Agile/Scrum methodology
SysMind