Description :

Job Title : Application Support Engineer (Tier 2) Infra & Tier 2 Support.

Location : Hyderabad / Bangalore / Chennai.

Role & Responsibilities :

- Develop, maintain, and execute advanced SQL queries and shell scripts to automate recurring database clean-ups, system maintenance, and workaround processes.

- Utilize cloud-based operational tools and APIs to resolve downstream order processing issues and account repair scenarios.

- Manage monthly operational workflows, including report generation, fee reconciliation, and data feed validations.

- Coordinate and implement system adjustments for scheduled time changes and blackout events to ensure uninterrupted service continuity.

- Perform daily application health assessments, including URL accessibility and system sanity checks, while enhancing monitoring capabilities for proactive anomaly detection.

- Monitor key system components and service workflows to promptly identify and resolve performance bottlenecks, errors, and unexpected failures.

- Execute thorough preand post-deployment validations to ensure seamless application updates and minimal operational impact.

- Collaborate with development, DevOps, and interface teams to troubleshoot complex issues and drive timely resolutions.

- Handle exception management and ad-hoc account-related resolutions across multiple communication channels.

- Manage service package adjustments and ensure accurate service mapping and billing alignment.

- Act as a liaison between support and development teams, facilitating communication and escalation of critical application issues.

- Track and document escalated incidents through ticketing systems, ensuring transparency and follow-through until resolution.

- Troubleshoot and resolve issues related to service mapping, data collection feeds, and over-the-air system communications to maintain consistent service delivery.

Must-Have Skills:

- Strong expertise in SQL and shell scripting for backend process automation and system health maintenance.

- Proficiency with cloud-based operational tools and APIs for issue resolution and system management.

- Experience managing complex monthly operational processes such as report generation and data reconciliation.

- Solid understanding of system monitoring best practices and ability to enhance monitoring frameworks for proactive issue detection.

- Skilled in deployment validations and supporting application update rollouts.

- Strong problem-solving skills to address workflow inefficiencies, system errors, and service interruptions.

- Excellent communication and collaboration skills for seamless cross-functional teamwork.

- Proven ability to manage ticketing workflows, track issue escalations, and maintain comprehensive documentation.

- Familiarity with service mapping, data feed management, and broadcast/streaming service operational concepts.

Desired Skills :

- Experience with exception and account issue management in a complex service environment.

- Knowledge of operational adjustments related to scheduled time changes and their impact on system availability.

- Strong analytical skills to optimize recurring operational tasks and improve process efficiency.

- Proactive approach to monitoring, automating, and streamlining support workflows.

- Exposure to DevOps methodologies and collaborative development-support environments.

Mandatory :

- Strong expertise in SQL and shell scripting to automate and maintain backend processes and ensure system health.