Tech Support Engineer_Application Maintenance and Support

As a Technical Support Engineer - Application Maintenance and Support , you will be responsible for providing L2/L3 support for healthcare applications, ensuring application stability, troubleshooting complex production issues, performing root cause analysis, and driving timely resolution of incidents. You will collaborate with cross-functional teams to maintain system reliability, support releases, manage escalations, and continuously improve application performance while adhering to ITIL and support best practices.

Responsibilities: -

• Responsible for the day-to-day maintenance of application systems in operation, including tasks related to identifying and troubleshooting application issues, resolution and escalation.
• Provide L2/L3 support for application incidents, service requests, and production issues in a healthcare environment.
• Analyze incidents, identify root causes, and implement effective resolutions to minimize business impact.
• Quickly learn and adapt to new applications, tools, and support processes to ensure efficient issue resolution.
• Take end-to-end ownership of assigned tickets and proactively drive them to closure within SLA timelines.
• Communicate effectively with clients and internal stakeholders through calls, emails, and ticket updates.
• Be flexible to support business requirements through rotational shifts, including US business hours and 24x7 support as needed.
• Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies.
• Respond to client problems (phone/portal) including voice support (Inbound/Outbound), logged and documented incidents within a ticketing system (Auto generated tickets).
• Refer incidents to senior team when an incident is beyond their scope.
• Ensure SLAs are met and delivered according to Support specification.
• Participate in sharing knowledge and publishing Knowledge articles.

Experience: -

• 3 – 5 Years

Location: -

• Bangalore
• Chennai
• Mumbai
• Hyderabad
• Pune

Educational Qualifications: -

• Engineering Degree – BE/ME/BTech/MTech/BSc/MSc.
• Technical certification in multiple technologies is desirable.

Skills: -

Mandatory Technical Skills: -

• L2/L3 Application Support
• Incident Management and Escalation Handling
• Linux
• SQL Server Database Support and Troubleshooting
• Root Cause Analysis (RCA)
• Application Issue Identification and Resolution
• ITSM Ticketing Tools (ServiceNow, Remedy, Jira Service Management, and more)
• ITIL Framework
• Excellent communication skills

Good to Have Skills: -

• Healthcare Domain Experience
• Knowledge Article Creation and Documentation
• Experience in 24x7 Production Support Environment
• Exposure to US Client Support