Application Support Engineer

Job Title: Application Support Level 2 Specialist

As an Application Support Level 2 specialist, your primary purpose is to ensure the reliable operation and optimal performance of critical applications essential to our organization's success.

Responsibilities

1. Collaborate closely with Level 1 support, development teams, and other IT stakeholders to address escalated technical issues efficiently. By leveraging your expertise in Java, MySQL, Oracle, PostgreSQL, SQL, UNIX/Linux, Cloud AWS, and IT Service Management (ITSM), you will play a crucial role in resolving incidents promptly, maintaining service levels, and minimizing downtime.
2. Provide second-level technical support for applications, handling escalated incidents from Level 1 support and ensuring timely resolution within defined SLAs.
3. Utilize SQL queries to analyze and troubleshoot issues in MySQL, Oracle, PostgreSQL databases, performing data fixes and optimizations as necessary.
4. Administer and support applications running on UNIX/Linux environments, including shell scripting (e.g., Bash) for automation tasks, log analysis, and system monitoring.
5. Configure, monitor, and troubleshoot Cloud AWS services (e.g., EC2, RDS, S3) used for application hosting, storage, and integration.
6. Collaborate closely with development teams to escalate and resolve issues requiring code changes or enhancements.
7. Implement and adhere to IT Service Management (ITSM) processes such as incident, problem, and change management.
8. Document support processes, procedures, and troubleshooting steps to ensure knowledge sharing and training of Level 1 support teams.
9. Participate in on-call rotation and handle urgent support requests outside regular business hours when necessary.

Requirements

1. Working experience with Java frameworks such as (J2EE EJB, Spring, Microservices), REST API.
2. Working experience with microservices framework and containers.
3. Working experience with AWS Cloud.
4. Working experience in application support, with a strong command of Java, SQL, MySQL, Oracle, and PostgreSQL databases.
5. Proficiency in UNIX/Linux operating systems, including shell scripting (e.g., Bash) for automation and system administration tasks.
6. Solid understanding of Cloud AWS services and their application in a business environment, with hands-on experience in configuration and troubleshooting.
7. Knowledge of IT Service Management (ITSM) frameworks and practices, such as ITIL.