Application Support Engineer
- Crimsonlogic
- 5 - 7 years
- Bengaluru
- 2 months ago
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Job Description
Role & responsibilities
1. System integration
1. Assist customer IT development team and/or their appointed external vendor(s) on the local application systems impact analysis, system change requirements, testing & implementation.
2. Support customer IT development team and/or their appointed external vendor(s) in understanding the local applications integration requirement and perform system integration testing (SIT) jointly with local IT teams of the Terminal
3. Install, setup & configure all applications with the support of the Software Delivery Team
4. Design and implement agreed system cutover approach together with Customer
2. Documentation & Training
1. Work with the software delivery team to ensure availability of up-to-date documentation on new software releases & functionalities in applications as well as maintaining training material to the terminal.
2. Provide technical training to local IT Team of the terminal.
3. Conduct Train-the-Trainers (commonly known as Super Users) training.
3. Application support
1. Provide timely and effective 1st and 2nd line product & technical support professionally and efficiently, maintaining a high degree of customer service and meeting service level agreements
2. Define, implement, execute and monitor 1st and 2nd level application support processes to best support business needs
3. Register and troubleshoot all reported incidents and service requests
4. Monitor the ticketing system for reported incidents, service requests and escalations from Customers level 1 support
5. Provide UAT, Operations Trial and go-live support on-site or off-site
6. Be part of a global team duty-rostered to provide 24/7 application support
7. Provide assessment on incident severity to differentiate critical from non-critical issues
8. Work effectively and productively with 3rd line support to resolve issues
9. Provide timely and appropriate internal escalations to Support Team Lead and/or
10. Account Manager for blocking incidents
Skill Set:
- Strong SQL scripting and troubleshooting
- Java/web-based application understanding
- Application deployment and configuration (both server and client-side)
- Experience with system integration and SIT/UAT support
- Familiarity with Help Desk/service management tools
- Ability and willingness to work in a 24/7 support environment
- Soft skills such as autonomy, problem-solving, and ability to handle pressure
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time
Contact Details:
Company: CrimsonlogicLocation(s): Bengaluru
Keyskills: Java MS SQL L1 and L2 Support SQL scripting Debugging Troubleshooting
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Crimsonlogic
CrimsonLogic, a wholly-owned subsidiary of PSA International, is a global technology company driven by innovation to digitally transform and simplify global trade. With over 36 years of experience worldwide, CrimsonLogic specializes in technology-enablement in the fields of trade facilitation &...
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