Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Service Operations
Good to have skills : Service Analytics
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Application Support Engineer, you will act as software detectives, providing a dynamic service that identifies and solves issues within multiple components of critical business systems. Your typical day will involve collaborating with various teams to troubleshoot and resolve technical problems, ensuring that business operations run smoothly and efficiently. You will engage in proactive monitoring and maintenance of systems, contributing to the overall reliability and performance of applications. Your role will also include documenting findings and solutions, which will help in enhancing the knowledge base for future reference. You will be at the forefront of ensuring that users have a seamless experience with the software, addressing any challenges that arise with a solution-oriented mindset.

Roles & Responsibilities:
Own day to day operational health of edge services, platforms, and site infrastructure.
Manage Incident, Problem, Change, and Request processes aligned with ITIL best practices.
Lead major incident bridges, drive cross-team coordination, and ensure rapid service restoration.
Conduct RCA (Root Cause Analysis) and ensure corrective actions are implemented.
Monitor KPIs, service availability, and SLAs take proactive actions to prevent outages.
Prepare weekly, monthly, and quarterly operational reports covering:
oService availability, uptime, and SLA compliance
oIncident/Problem trends and aging analysis
oChange success/failure rate
oInfrastructure health and capacity metrics
oDeployment and release outcomes
oSecurity and compliance status
Publish dashboards and scorecards for stakeholders and leadership.
Translate complex technical data into clear, business-friendly reports and presentations.
Maintain runbooks, SOPs, knowledge articles, and service documentation.
Present operational insights and recommendations in governance, CAB, and leadership reviews.
Support and manage distributed edge systems across remote sites.
Oversee deployments, upgrades, patching, and configuration management at the edge.
Work with engineering/SRE teams to enhance reliability, automation, and observability.
Identify service gaps, reliability issues, and process inefficiencies.
Partner with engineering to automate monitoring, alerting, and self-healing capabilities.
Enhance tooling, observability, and operational readiness processes.
Act as the primary technical contact for service performance, escalations, and communication.
Manage interactions with vendors, MSPs, and cross-functional tech teams.
Ensure vendor SLAs, compliance, and quality standards are met.

Professional & Technical Skills:
Experience with cloud or edge platforms (Azure Edge, AWS IoT, Kubernetes, etc.).
Familiarity with SRE practices and automation tools (Ansible, Terraform, CI/CD).
ITIL certification (Foundation or above).
Experience supporting large-scale, multi-site retail or manufacturing environments.
Excellent problem-solving and analytical mindset.
Strong presentation and reporting skills.
Ability to manage priorities in a fast-paced, distributed environment.
Clear communication and stakeholder management abilities.

Additional Information:
- The candidate should have minimum 5 years of experience in Service Operations.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.