Application Support Engineer

About The Job:

• We are seeking a motivated and detail-oriented Graduate Application Support Engineer to join our dynamic team.
• In this role, you will provide technical assistance and support to ensure the seamless operation of business-critical applications.
• You will collaborate closely with internal teams and external stakeholders to troubleshoot issues, implement solutions, and contribute to the overall improvement of our application environment.
• This position is ideal for a recent graduate with a background in Computer Science, Information Technology, or related fields, who is eager to develop their skills in a fast-paced, technology-driven environment, and contributing to our exciting digital transformation.

Essential Job Functions:
Application Support:

• Monitor, maintain, and support applications to ensure optimal performance.
• Troubleshoot and resolve application issues promptly to minimize downtime.
• Assist in deploying application updates, patches, and upgrades.

Incident Management:

• Respond to and resolve technical incidents in accordance with SLAs.
• Document incidents, solutions, and processes to enhance knowledge sharing.

Customer Interaction:

• Serve as the first point of contact for application-related queries.
• Provide clear communication to users regarding issue status and resolution timelines.

Collaboration and Improvement:

• Work closely with software development, QA, and infrastructure teams to escalate and resolve complex issues.
• Identify recurring issues and recommend improvements to prevent future occurrences.

Reporting and Documentation:

• Maintain accurate logs of support activities and generate reports for management.
• Create and update user guides, FAQs, and training materials.

Additional Key Responsibilities

• Provide app support for WL Applications and Services which includes the following.
• Regularly Monitor of WL Applications, ensuring the stability of the service (Running processes, maintaining resources, viewing process and software robot logs etc.) and where required taking proactive actions to minimise impact to clients.
• Handle automated alerts or system warnings related to application errors by resolving or escalating them to relevant teams.
• Analyse application logs to identify potential issues or patterns and come up with solution to maintain and improve application stability.
• Maintain and update application knowledge articles, user manuals and troubleshooting guides.
• Provide technical support for application users which includes the following.
• Resolve issues related to application functionality, performance, and errors and addressing customer queries in line with agreed Service Level Agreements.
• Identify and troubleshoot incidents and resolve straightforward issues related to application functionality, performance, or access and escalate out of hours severity issues ensuring proper communication and resolution.
• Ensure compliance with the Automation CoE policy, standards, and guidelines.
• Ensure the platform meets the relevant security standards and policies.
• Ensure adherence to ITIL policies and processes such as change management, incident management and problem management.
• Provide concise reporting to Team Leader / Head of Application support and the CoE team.
• Able to upskill on relevant areas like application architecture, operations, technology and frameworks used for application development and support operations.

Qualifications:
Essential Skills

• Degree in Computer Science or related IT discipline.
• Foundation knowledge in one or more of the following areas:
• RPA Platforms (UI Path/Power Automate/Blueprism/Automation Anywhere).
• C#, VB.NET, SQL, JavaScript, Software Design.
• Basic knowledge on application life cycle from deployment to maintenance and upgrades and best practices to be followed in each stage.
• Understanding the different components of an application (e.g., front-end, back-end, databases) and how they interact and run on servers, databases, and cloud platforms.
• Excellent communication and analytical skills.
• Ability to break down problems logically and apply common troubleshooting techniques to resolve issues.

Desired Skills

• Awareness of Incident Management, Change-Management Process, knowledge of ITIL standards.
• Certification in the relevant function area. Example: Microsoft or Robotics Process Automation Certification.
• Desired Technologies: ASP .NET, jQuery, CSS, HTML, .NET MVC, RDBMS, MSSQL TSQL, PostgreSQL PG/PLSQL, MySQL & DB Design.