Application Support Engineer (Night Shift)

requires someone who can effectively handle incident management, problem-solving, and continuous improvement efforts while ensuring seamless user experiences. The ideal candidate will have excellent technical and communication skills, and be comfortable working in shifts based on CST (Indian Time: 9 PM to 5 AM or 10 PM to 6 AM).

Key Responsibilities:

• Issue Analysis & Resolution: Research, diagnose, troubleshoot, and identify solutions to resolve application issues promptly.
• Application Maintenance: Ensure the smooth functioning of all applications by performing regular maintenance and updates.
• Incident Management: Manage and resolve incidents quickly, escalating when necessary, and ensuring proper tracking and documentation of each case.
• Documentation & Knowledge Management: Maintain thorough documentation for troubleshooting steps, known issues, and implemented solutions.
• Troubleshooting & Solution Identification: Identify the root cause of application issues and collaborate with teams to implement appropriate solutions.

Day-to-Day Duties & Tasks:

• Use ticketing tools to track, prioritize, and manage requests and issues.
• Respond to user-reported issues in a timely manner and provide updates on the progress.
• Coordinate with design and development teams to resolve complex application and system issues.
• Plan and execute configuration changes to ensure optimal quality assurance for all applications.
• Monitor application-related alerts and provide proactive support to prevent issues.
• Coordinate with QA and development teams to manage code migrations across environments.
• Provide progress updates to senior management regarding ongoing issues and resolutions.
• Recommend solutions to optimize business performance by presenting ideas for resolving existing challenges and improving system efficiency.
• Maintain positive relationships with team members, engineers, and customer support technicians to ensure collaborative issue resolution.

Qualifications:

• Minimum of 2-3 years of experience in application support or a similar technical role.
• Comfortable working in a 24/7 environment with shift timings of CST (Indian time: 9 PM to 5 AM or 10 PM to 6 AM).
• Proficient in using ticketing tools such as Zendesk, Jira, Fresh service, or similar.
• Strong troubleshooting and problem-solving skills, with a keen ability to identify and resolve application issues quickly.
• Experience in incident management, with the ability to manage multiple incidents simultaneously.
• Familiarity with application maintenance, monitoring, and performance tuning.
• Strong communication skills to coordinate with cross-functional teams and provide updates to stakeholders.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Knowledge of basic server and network concepts is a plus.