Application Support Engineer Lead
- Elixr Labs
- 7 - 12 years
- Hyderabad
- 3 months ago
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Job Description
KEY TRAITS:
- Commitment to excellence. We are looking for people who care about doing good quality work, getting things done on time, and being productive.
- Commitment to customers. We are looking for people who really care about solving problems for customers. This role requires someone who responds quickly and with empathy; someone who wants the customer to be happy with the outcome and to feel that we are committed to them.
- Critical thinking & problem-solving. This role requires someone who uses a combination of logic and out-of-the-box thinking to troubleshoot customer issues.
- Eager to learn. This role requires someone who is eager to learn new technologies and acquire new skills.
Key Responsibilities:
- Lead and manage the day-to-day application support operations for the Mobile Heartbeat Banyan platform.
- Serve as the primary escalation point for complex incidents, outages, or performance issues.
- Ensure rapid response and resolution of L2/L3 support tickets while maintaining SLA adherence.
- Monitor application health and performance using appropriate monitoring and logging tools.
- Maintain and enhance documentation, SOPs, troubleshooting guides, and knowledge base articles.
- Participate in on-call rotation for high-severity issues and coordinate after-hours support when needed.
- Collaborate with vendor (Mobile Heartbeat) for issue escalation, product updates, and patch testing.
- Drive problem management, identifying root causes and ensuring long-term fixes are in place.
- Coordinate with project teams for release planning, upgrades, and change management.
- Promote continuous improvement through automation, monitoring, and process refinement.
- Provide technical support to customers over phone, web, email, and collaboration tools.
- Document troubleshooting activities and resolutions for support issues in ticketing system.
- Provide explanations of product functionality to customers
- Assist customers in understanding how the product functions and how to troubleshoot and administer it.
- Work with internal teams to ensure that system operation is properly monitored and documented
- Monitor application and infrastructure health using Azure-native tools (e.g., Azure Monitor, Log Analytics, Application Insights).
- Collaborate with development, DevOps, networking, and security teams to resolve technical issues.
- Document customer environments, unique configurations and possible configuration limitations
- Ensure that complex customer software issues are properly prioritized, reviewed, debugged and resolved
- Rapidly become a product subject-matter expert
- Manage priorities and allocate time appropriately
- Assist in implementation and upgrade of Business Critical cloud Applications
- Contribute content to the Knowledge Base, documenting known issues, troubleshooting steps, best practices, and common tasks
- As part of on-call team, respond to and resolve critical system issues that arise on 24x7 basis.
- Primary responsibility is to resolve customer issues, but some project work is also expected.
- Familiarity with ITIL-based support processes (Incident, Problem, Change Management).
- Troubleshooting and root cause analysis (RCA): Lead the team in diagnosing and resolving application issues, performing detailed root cause analysis to prevent recurrence.
- Coordinate with other teams: Act as a liaison between the support team and other departments, including development, infrastructure, and business teams, to facilitate issue resolution and communication.
- Process Improvement & Strategy
- Develop and implement best practices: Establish and refine support processes, standards, and procedures in line with ITIL (Information Technology Infrastructure Library) or other relevant frameworks.
- Monitor and report on metrics: Track key performance indicators (KPIs) such as ticket resolution times, application uptime, and team performance, and provide regular reports to management.
- Knowledge management: Lead the creation and maintenance of a comprehensive knowledge base and documentation for troubleshooting and support procedures.
- Contribute to projects: Work with development and release management teams to ensure smooth and effective software releases, providing insights on potential production issues
SKILLS:
- Bachelors degree in Computer Science, Information Technology, or related discipline.
- 5+ years of experience in IT operations or application support, with 2+ years in a lead or senior-level support role.
- Hands-on experience with:
- Ability to communicate clearly and explain complex issues to audiences with varying degrees of technical expertise.
- Ability to manage many customer issues of varying priority at once.
- Ability to think clearly and react calmly.
TECHNICAL:
- Intermediate-advanced familiarity with SQL-based query languages
- Intermediate-advanced familiarity with Windows server
- Experience deploying software in the cloud (particularly Microsoft Azure)
- Familiarity with PowerShell a plus
- Familiarity with Java or another equivalent programming language a plus
- Familiarity with VOIP, CUCM and Avaya plus.
- Familiarity with HL7, Active Directory, LDAP, and integration protocols is a plus.
- iOS and Android mobile environments.
- Strong understanding of ITIL principles and IT service management.
- understanding of HIPAA, PHI, and clinical workflows.
- Mandatory: Microsoft Azure Fundamentals (AZ-900).
Preferred: Microsoft Azure Administrator (AZ-104), ITIL Foundation
Job Classification
Industry: BPM / BPOFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Elixr LabsLocation(s): Hyderabad+ View Contact
Keyskills: AZ-900 Technical Support VOIP Microsoft Azure Windows Server administration PowerShell CUCM 5+ years of experience in IT operations or application support. ITIL principles Azure Monitor Log Analytics Application Insights
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