Hotfoot - Application Support Engineer - Ticketing System

Job Summary :

We are seeking a proactive and detail-oriented Application Support Engineer to provide technical and functional support for enterprise applications across various business units. The ideal candidate will be responsible for troubleshooting application issues, maintaining system stability, ensuring smooth operations, and acting as a liaison between end-users, technical teams, and vendors.

Key Responsibilities :

- Serve as the first point of contact for investigating and resolving application-related incidents and service requests.

- Monitor application health, logs, and alerts using tools like Splunk, Nagios, AppDynamics, or native monitoring solutions.

- Perform root cause analysis (RCA) and implement permanent solutions for recurring issues.

- Manage user access, roles, and permissions across supported applications.

- Coordinate with development, infrastructure, and QA teams for issue resolution, enhancements, and deployments.

- Participate in application upgrades, patching, and release management activities.

- Document known issues, troubleshooting steps, SOPs, and user guides.

- Support batch job monitoring and data integrity validations.

- Ensure SLAs and KPIs are met for incident, request, and change management.

- Provide on-call support and participate in rotational shift coverage if required.

Technical Skills Required :

- Good understanding of application architecture, including front-end, middleware, and backend systems.

- Proficiency in SQL for data extraction, debugging, and analysis.

- Familiarity with ticketing systems like ServiceNow, JIRA, Remedy, or Zendesk.

- Exposure to Windows/Linux servers, including basic commands and log navigation.

- Knowledge of scripting languages (e.g., Shell, Python, or PowerShell) for automation is an advantage.

- Understanding of integration methods (APIs, web services, FTP/SFTP, etc.).

- Familiarity with ITIL concepts and practices (Incident, Problem, and Change Management).

Nice to Have :

- Experience in supporting ERP, CRM, HRMS, or custom-built enterprise applications.

- Knowledge of cloud-based environments (AWS, Azure) or hybrid infrastructures.

- Understanding of DevOps tools like Jenkins, Git, Docker, etc.

- Awareness of compliance and security standards (SOX, GDPR, etc.).