Job Summary:

We are looking for a technically skilled and customer-focused Technical Support Engineer to manage application and production support activities. The candidate should have strong hands-on experience in application log analysis, monitoring tools, API troubleshooting, and incident management. The ideal candidate should be capable of independently investigating technical issues, identifying root causes, coordinating with internal teams, and ensuring timely resolution of incidents while adhering to defined SLAs. The candidate should possess excellent communication skills, strong analytical abilities, and the flexibility to work in a 24x7 rotational shift environment.

Key Responsibilities:

- Monitor application health, system performance, and production environments using monitoring and observability tools.

- Perform detailed log analysis to identify errors, exceptions, performance bottlenecks, and application failures.

- Troubleshoot application-related issues by analysing logs, API responses, database queries, and system behaviour.

- Use Postman to execute API requests, validate API responses, and troubleshoot API-related issues.

- Monitor dashboards, alerts, and application metrics to proactively identify potential issues.

- Manage incidents, service requests, and production issues through ticketing tools while ensuring adherence to defined SLAs.

- Perform initial investigation and provide detailed technical information before escalating issues to Development, QA, Product, or Infrastructure teams.

- Coordinate with cross-functional teams to ensure timely resolution of production issues.

- Maintain proper documentation of incidents, troubleshooting steps, known errors, and resolutions.

- Provide regular updates to stakeholders and ensure effective communication during critical incidents.

- Participate in incident management, root cause analysis (RCA), and post-incident reviews.

- Ensure proper shift handovers and continuity of ongoing production support activities.

Technical Skills & Requirements:

- Strong knowledge and hands-on experience in application log analysis and troubleshooting.

- Hands-on experience with at least one monitoring/logging tool: Grafana, Kibana/ELK Stack, Splunk, Datadog, Dynatrace, Prometheus, or New Relic.

- Good understanding of REST APIs and API integration concepts.

- Hands-on experience with Postman for API execution and troubleshooting.

- Hands-on experience working with ticketing or incident management tools like ServiceNow, Jira Service Management, Zendesk, Freshservice, ManageEngine ServiceDesk Plus, or BMC Remedy.

- Understanding of incident management processes, SLA management, and Root Cause Analysis (RCA).

- Basic SQL knowledge for data validation and troubleshooting.

- Exposure to supporting business-critical trading applications is preferred.

Communication & Behavioural Skills:

- Excellent verbal and written communication skills.

- Strong analytical and problem-solving capabilities.

- Ability to work independently and take ownership of assigned incidents.

- Customer-focused approach with a sense of urgency and accountability.

- Ability to work under pressure, especially during critical production incidents.

Shift & Work Requirements:

- Must be comfortable working in a 24x7 rotational shift environment, including weekends and holidays.

Preferred Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or a related technical discipline.

- 5 - 10 years of experience in Application Support / Production Support / Technical Support.

- Prior experience in financial services, trading platforms, or transaction-processing applications would be an added advantage.