Job Summary :

We are looking for an experienced Application Support Engineer with strong expertise in production support, incident management, SQL, and data analysis. The ideal candidate will have hands-on experience troubleshooting enterprise applications, analyzing large datasets, managing ITSM processes, and collaborating with cross-functional teams to ensure high system availability and operational excellence.

Key Responsibilities :

- Monitor production applications and resolve incidents within defined SLA timelines.

- Handle incidents, service requests, and problem records using ServiceNow or a similar IT Service Management (ITSM) platform.

- Perform root cause analysis (RCA) for recurring issues and implement long-term corrective actions.

- Analyze large volumes of data to identify trends, anomalies, and data quality concerns.

- Develop and execute complex SQL queries to investigate application and database issues.

- Prepare and maintain operational documentation, troubleshooting guides, knowledge articles, and standard operating procedures.

- Work closely with development, infrastructure, database, and business teams to resolve production issues efficiently.

- Support application deployments, release activities, and post-deployment validation.

- Provide regular updates to business and technical stakeholders regarding issue status and resolution progress.

- Participate in production support rotations and on-call activities when required.

Required Skills :

- Incident Management, Problem Management, and Request Management

- ServiceNow or other ITSM platforms

- Advanced Oracle SQL and data analysis

- Production application support

- Root Cause Analysis (RCA)

- Data investigation and troubleshooting

- Strong analytical and problem-solving skills

- Documentation and knowledge management

- Excellent verbal and written communication

- Ability to work independently while managing multiple priorities

Preferred Skills :

- Talend or other ETL/Data Integration tools

- Microsoft Power BI or similar reporting and analytics platforms

- Google Cloud Platform (GCP) and/or Amazon Web Services (AWS)

- Python scripting and automation

- Agile/Scrum methodology