Application Support Engineer

The purpose is to provide support to the business and technology departments in the use of Waystone Groups based application and tools and technologies. The Application Support Engineer will be required to provide support and assistance to BAU activities across business application, system, tools and technologies to support the day-to-day operations through BAU activities, ensuring data integrity is maintained and the best possible service available to support business processes, including out of hours on call.

Strategic Focus

To meet SLA all the time with agreed quality with counterpart, maintain good working relationships with colleagues, collaborate with others to achieve the teams goals.

Key Accountabilities and Main Responsibilities

• Manage the day-to-day tasks of the application support team in Mumbai.
• Support BAU Activities for inhouse and on-premise applications.
• Troubleshooting, problem-solving, investigations, RCA and resolution of day-to-day reported applications issues.
• Providing technical support for business applications, tools and technologies.
• Support monitoring tools, job scheduling tools and bug tracker tools.
• Providing sql/oracle database support for associated applications.

Operational Management

• Assist in maintaining Data Quality and Data Integrity
• Adopt and apply best practice approaches for the operating environment.
• Effective monitoring, system status alerts and escalation where appropriate.
• Perform project and system health checks.
• Raise change controls for defects as required.
• Evaluate software suitability and viability to determine its usefulness in addressing the needs of Waystone.
• Documentation of procedures and processes.
• Participate in after hours and weekend support.

People Leadership

• Provide training to the IT support teams on supported tools and environments.
• Work collaboratively across the firm to achieve the Goals of the team / company.

Governance & Risk

• Help resolving Information Security Corrective actions.
• Develop and Maintain Documentation related to support process.
• Raising security issues and breaches to Manager.
• Report to Management of any issues that may impact the Business.
• Maintain awareness and champion ITIL best practices.

Adhere to all Waystone Groups standards, policies, and procedures