Application Support Engineer

Job Description

You will be a key player in ensuring the continued operability and performance of our software solutions, contributing directly to meeting our customers SLAs and KPIs.

• Be responsible for the coordination, management, and execution of proactive and reactive maintenance activities that require a higher level of support.
• Provide support for Change Introduction impact analysis, ensuring smooth transitions.
• Able to investigate, debug, and reproduce issues, provide effective fixes and workarounds, and verify changes to ensure continued operability of the software solution.
• Contribute to meeting the SLAs and KPIs as applicable for our customers, ensuring high service quality.
• Handle calls/bridges for ongoing issues and provide timely updates to all stakeholders on progress, analysis, and resolution.
• Be part of our shift roster to cover operational needs and ensure 24/7 support availability.

• Degree in Software Engineering or a similar field.
• Solid Linux/Unix handling knowledge.
• Proficiency in Scripting (e.g., Shell, Python, Ansible).
• Experience in container technologies (e.g., Docker/Kubernetes).
• Able to perform standard configurational changes and regular application upgrades using SOP/MOP (Standard Operating Procedures/Methods of Procedure).
• Knowing or having a background in service operations (problem, event, incident management) and service transition (change and knowledge management).
• Fluent in spoken and written English.
• Exceptional communication skills, both written and verbal.
• Excellent active listening skills.
• Flexible and adaptable; able to work effectively in ambiguous situations.
• Strong problem-solving and root cause identification skills.
• Must be a team player and able to work collaboratively with and through others.

• Knowledge on Grafana, Elastic Search.
• Oracle database experience.
• Demonstrated ability from working in Mobile Commerce, online banking, or the IT area of the financial sector.
• ITIL processes knowledge.