Senior Application Support Engineer

Company Overview

10Pearls is an end-to-end digital technology services partner helping businesses utilize technology as a competitive advantage. We help our customers digitalize their existing business, build innovative new products, and augment their existing teams with high performance team members. Our broad expertise in product management, user experience/design, cloud architecture, software development, data insights and intelligence, cyber security, emerging tech, and quality assurance ensures that we are delivering solutions that address business needs. 10Pearls is proud to have a diverse clientele including large enterprises, SMBs and high growth startups. We work with clients across industries, including healthcare/life sciences, education, energy, communications/media, financial services, and hi-tech. Our many long-term, successful partnerships are built upon trust, integrity and successful delivery and execution.

Role

We are looking for Senior Application Support Engineer. Ideal candidate should have a Bachelor’s degree in Computer Science with 5–7 years of web application support experience in a Linux environment.

Responsibilities

• Monitor tickets to manage any potential breaches in SLA, working with the Application Support team to provide resolutions for the customer
• Complete small-scale changes/fixes including non-critical development and testing effort which lasts 5 days, subject to the availability of the team
• Provide excellent customer service and technical expertise through the resolution of complex production issues 
• Implement production changes made by the Application Support team
• Environment management, Configuration changes and Data Fixes 
• Write automation scripts - Monitor the application for outages or incidents 
• Ensure SLA compliance for incident response and incident resolution 
• Work towards continuous service improvement and maintain knowledge bases 
• Provide ticket status updates and coordination with various stakeholders for issue resolution 
• Acquire and maintain knowledge of existing systems and new systems in order to deliver accurate and correct resolution to incidents, service requests and change requests 
• Ensure consistent delivery of all Enterprise Premium Support agreements 
• Advocate and evangelize company support services with the purpose of increasing revenue and maintaining customer satisfaction

Requirements

• Hands-on knowledge in Analysis of reported issues, identify required fixes/maintenance
• Skills to troubleshoot User Queries and resolve them appropriately.
• Expert skills in troubleshooting web applications and APIs.
• Should have experience in writing SQL queries and stored procedures.
• Hands-on knowledge in monitoring tools and metrics preparations.
• Proficient in debugging and troubleshooting web applications.
• Good knowledge in Using Java and Spring technologies to troubleshoot REST API
• Good knowledge with Java, JavaScript, ITIL, MYSQL, Oracle, CSS , HTML & XML
• Strong expertise in SQL queries and stored procedures
• Strong expertise in Unix and Perl scripting
• Experience working with Jira