Application Support Engineer

We at Confiz are hiring an Application Support Engineer with hands-on experience in monitoring tools, backend API troubleshooting, and incident management. Join our team to ensure seamless application performance and drive operational excellence.
 

Responsibilities:

• Monitors the applications, systems, and hardware in the processing environment for abnormal processing conditions.
• Troubleshoots technical issues with Development and Quality Assurance and assists teams with a resolution of issues.
• Maintains the scheduling system and procedures for the processing environment.
• Works on planning and execution of change, problem, incidents, production processes, controls and service requests
• Researches and resolves user problems as well as issues and problems with software systems, operations processing, and assigned processing environments.
• When solving a system problem, makes effective use of tools and resources to solve the problem.
• Utilizes manuals, write-ups and other tools as an aid in solving the problem and contributes to the body of knowledge by adding solutions and other information that would be useful to others.
• Follows escalation procedures, when appropriate, to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job.
• Subject matter expertise in general application and infrastructure support (incident, change, problem management, controls, monitoring production processing) and ITIL framework, knowledge management system, contract metrics and SLAs, Remedy, Service Now and JIRA
• Familiar with identifying and using tools, technology, or processes that will improve the overall processing environment or processing efficiency.
• Maintains the operations support disaster recovery/business continuity plans for the assigned processing environments.
• Coordinates and conducts disaster recovery testing as required, documents test results, and documents modifications required for future testing.

Requirements:

• A bachelor's or master’s degree in computer science or a related field with 3-5 years of experience
• Experience of working in technical support role is a must
• Hands-on experience with Azure Application Insights for log analysis and troubleshooting
• Good understanding of backend APIs including request/response of the journeys performed at front end
• Hands on experience with testing backend APIs
• Skilled in writing and optimizing SQL queries to extract relevant telemetry data
• Strong experience in monitoring tools like New Relic or something familiar Splunk and Grafana
• Able to create, modify, and interpret dashboards and alerts based on application health and performance
• Capable of identifying and analyzing application issues based on logs and metrics
• Takes ownership of P1 and P2 incidents, ensuring timely resolution and communication
• Proactively escalates issues to L3 engineers or developers when required
• Understands and performs Root Cause Analysis (RCA) for incidents
• Conducts impact analysis to evaluate the scope and user impact of an issue
• Works well in a team environment and collaborates effectively with cross-functional teams
• Follows through on post-incident actions and ensures continuous improvement in monitoring and support processes

We have an amazing team of 700+ individuals working on highly innovative enterprise projects & products. Our customer base includes Fortune 100 retail and CPG companies, leading store chains, fast-growth fintech, and multiple Silicon Valley startups.

What makes Confiz stand out is our focus on processes and culture. Confiz is ISO 9001:2015, 27001:2013 & 20000-1:2018 certified. We have a vibrant culture of learning via collaboration and making the workplace fun.

People who work with us work with cutting-edge technologies while contributing success to the company as well as to themselves. 

To know more about Confiz Limited, visit: https://www.linkedin.com/company/confiz-pakistan/