This role is for an L1 Application Support Engineer to provide first-level technical support for business-critical Java applications. The ideal candidate will be a proactive problem-solver with a solid foundation in Java, SQL, and Linux/Unix environments. They will be responsible for troubleshooting issues, analyzing logs, and ensuring timely resolution within defined SLAs.
Key Responsibilities
- Provide L1 support for business-critical Java applications.
- Monitor application health and performance using dashboards and alerts.
- Perform basic troubleshooting of issues and escalate to L2/L3 as needed.
- Analyze logs and errors to perform root cause analysis for recurring issues.
- Work on incident and service request tickets within defined SLAs.
- Coordinate with cross-functional teams for issue resolution.
- Maintain documentation for incidents, resolutions, and standard procedures.
- Participate in shift rotations and be available for on-call weekend support.
Must-Have Skills
- Relevant application support experience.
- Hands-on experience with Java-based applications, including basic debugging and log analysis. The candidate should be able to write basic Java queries.
- Good knowledge of SQL for querying and data validation.
- Familiarity with Linux/Unix commands and basic scripting.
- Excellent communication and customer service skills.
- Strong analytical and problem-solving abilities.
Good to Have
- Exposure to ITIL practices (incident, problem, and change management).
- Experience with ticketing tools such as ServiceNow or JIRA.
- Familiarity with application monitoring tools like Grafana, Splunk, or AppDynamics.
