Application Support Engineer - Incident Management

About the job :

About the Role :

We are looking for a highly skilled and proactive Application Support Engineer to join our global support team.

In this role, you will be responsible for the monitoring, incident response, and issue resolution of enterprise-grade systems including IBM Sterling B2B, UiPath RPA bots, and various cloud-native database platforms (AWS RDS, Aurora PostgreSQL, DynamoDB, GCP BigQuery, etc.).

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work effectively during off-hours and in a rotational shift model.

Key Responsibilities :

Production Support & Incident Management :

- Monitor and manage support tickets via JIRA and email.

- IBM Sterling B2B integrations and translation services

- UiPath RPA workflows and orchestrations

- Database systems : SQL Server, Aurora PostgreSQL, MySQL, DynamoDB, and BigQuery

- Meet defined SLAs for incident response and resolution (e.g., 15-min response, 1-hour resolution).

System Monitoring & Maintenance :

- Perform regular health checks and performance monitoring of applications, integrations, and databases.

- Assist with deployment validations, patch installations, and performance tuning as needed.

- Proactively escalate critical issues per escalation protocols.

Shift & Availability :

- Provide support coverage 4 days a week in rotational shifts, including off-hours and weekends as required.

Documentation & Knowledge Sharing :

- Maintain accurate and up-to-date incident logs.

- Create and update knowledge base articles, SOPs, and troubleshooting documentation.

- Contribute to knowledge transfer and onboarding of new team members.

Compliance & Security :

- Ensure all activities comply with organizational and customer security standards (HIPAA, GDPR, ISO 27001).

- Follow access and onboarding policies based on client environment guidelines.

Required Qualifications :

- IBM Sterling B2B : In-depth experience in supporting and troubleshooting B2B integrations and translation flows.

- UiPath (RPA) : Strong hands-on knowledge of bot monitoring, error handling, and RPA job management.

Cloud & Databases :

- Solid experience with AWS RDS, Aurora PostgreSQL, SQL Server, DynamoDB

- Exposure to MySQL and GCP BigQuery is a strong plus.

- Incident Management : Proven track record of working under pressure and adhering to strict SLAs.

- Tools & Platforms : Experience with JIRA, ticketing systems, and monitoring tools.

- Soft Skills : Strong analytical thinking, communication, and ability to work independently with minimal supervision.

Preferred Experience :

- 5 to 10 years of experience in production application support roles.

- Experience in multi-technology environments, with the ability to triage and resolve cross-platform issues efficiently.

- Familiarity with cloud-native monitoring and alerting tools is an advantage.

What We Offer :

- Exposure to cutting-edge cloud and automation technologies.

- Opportunity to work with global teams and enterprise clients.

- Rotational flexibility and work-life balance initiatives.

- Supportive environment for continuous learning and upskilling.