Job Description

Title Application Support EngineerProvide proactive, business-critical application support for Clients Contact Centre, Self-Service, and Robotic Process Automation (RPA) environments. This role focuses on maintaining system stability, ensuring high availability, managing incidents and problems, performing routine checks, and contributing to continuous service improvement within defined SLAs.KEY RESPONSIBILITIES

• Incident & Problem Management:

• Respond to and resolve application incidents across various platforms within strict SLA timeframes (e.g., P1 within 1 hour).
• Provide L1/L2 technical support for applications and systems.
• Perform advanced diagnostics and troubleshooting for recurring issues.
• Participate in problem management activities to identify root causes and implement preventative measures.
• Proactive Monitoring & Maintenance:

• Utilize monitoring tools (Grafana, AppDynamics, Kibana, SiteScope, CloudWatch) to monitor system performance and health.
• Perform routine health checks (manual and automated, including weekends/holidays) to ensure system stability.
• Conduct patch management, including system upgrades and vulnerability patching (Windows/Linux).
• Manage database services, including structure, space, users, purging, alerts, and security.
• Implement and manage archiving and backup strategies.
• Environment Support:

• Support Self-Service & Robotic Enablement: Voice (AudioCodes), RPA (UiPath Orchestrator, Robots).
• Support other environments: Social Media (Sprinklr), Knowledge Base (KBS/TNPS), Custom Integrations/APIs.
• Service Management & Reporting:

• Adhere to IT Service Management (ITSM) best practices using BMC Remedy.
• Contribute to SLA reporting and performance management.
• Maintain documentation for systems and support processes.
• Participate in capacity and performance management activities.
• Assist in Business Continuity Planning (maintaining Technical Recovery Plans).
• Collaboration & Compliance:

• Work effectively within a team
• Collaborate using tools like Microsoft Teams and Email.
• Ensure compliance with security policies (user access, vulnerability management).
• Participate in vendor escalation management when required.

Educational Qualifications

• Relevant IT certifications (e.g., ITIL Foundation, Genesys, UiPath, CompTIA Server+/Network+, Cloud certifications).
• Experience supporting environments involving Sprinklr, KBS/TNPS systems.
• Experience in the telecommunications industry.
• Proven experience in an application support or systems administration role.
• Hands-on experience supporting complex, multi-tiered application environments.
• Strong troubleshooting and problem-solving skills.
• Experience with IT Service Management (ITSM) principles and tools (BMC Remedy preferred).
• Experience with monitoring tools (e.g., Grafana, AppDynamics, Kibana, SiteScope, CloudWatch).
• Experience with one or more of the following core technologies:
• RPA: UiPath
• Chatbots/Self-Service: Experience supporting similar platforms
• Voice Technologies: AudioCodes, SIP
• Experience with database administration basics (SQL).
• Knowledge of operating systems (Windows, Linux) and patching processes.
• Understanding of networking concepts relevant to application connectivity.
• Experience with API monitoring and integration troubleshooting.
• Ability to work under pressure and meet strict SLAs.
• Excellent communication skills.

Experience

• Minimum 3 years in application support

Technical & Functional Skills

• Good oral and written communication skills
• Good customer relationship skills
• Quick learner (short initial ramp up period)
• Above average knowledge of working with business applications on Windows & Linux, Mirco-services, AWS Cloud, etc.
• Capability to understand, assist with and compile comprehensive Incident reports & PIR discussions

Other Requirements

• A hybrid model applies (3 days office/2 days WFH)

Education National Diploma: Computer and Information Science (Required)Languages English

Altron