As an Application Support Engineer, you will play a key role in ensuring the stability, performance, and continuous improvement of business-critical applications. You'll work closely with users, business stakeholders, and technical teams to investigate incidents, analyze application behavior, and provide effective solutions that minimize service disruption.
In this role, you'll combine technical troubleshooting, database analysis, and service management best practices to deliver a high-quality support experience. You will also contribute to process improvements, reporting activities, and automation initiatives, helping to enhance operational efficiency and service delivery.
What you can expect in the role:
- Provide 1st Line Application Support for business-critical applications.
- Manage incidents, service requests, and escalations through ITSM platforms such as EasyVista.
- Analyze and troubleshoot functional and technical issues in collaboration with internal teams.
- Perform SQL queries for data validation, investigation, and minor database updates.
- Monitor application performance and ensure compliance with service level agreements (SLAs).
- Work with Jira and Azure DevOps to manage defects, enhancements, and support activities.
- Support business process analysis and identify opportunities for continuous improvement.
- Produce operational reports, service metrics, and performance indicators.
- Contribute to automation and scripting initiatives to improve support efficiency.
- Apply ITIL best practices to incident, problem, and service request management processes
