Application Support Engineer

Hi, Hope you are doing good We need a L1 Technical Support Engineer with 2-4 Year Experience to be base at Bengaluru *Should have experience on: Role Overview We are seeking a highly motivated and technically proficient Application Support Engineer with 2 to 4 years of experience to join our global support operations. The ideal candidate will have a strong background in providing mission-critical application support across diverse geographical locations within a 24/7 work model. You will be responsible for ensuring the stability, performance, and availability of our production systems while collaborating closely with cross-functional teams to drive continuous improvement. Key Responsibilities Production Support & Incident Management Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket Resolution SLAs. Root Cause Analysis: Track and analyze recurring issues and support activities, collaborating with Production Support Engineers (PSEs) to identify root causes and implement permanent fixes. Issue Oversight: Oversee the timely response and resolution of all production issues, prioritizing based on business impact. End-to-End Troubleshooting: Coordinate and facilitate the troubleshooting and recovery of complex, end-to-end problems that span multiple teams and technical layers. Stakeholder Communication: Provide crisp, timely updates to all stakeholders (intra-team and inter-team) via standups, emails, and meetings. Ownership: Self-unblock when necessary; for features with widespread impact, coordinate with stakeholders with minimal supervision. System Monitoring & Automation Operational Monitoring: Ensure monitoring SLAs are met by proactively actioning system anomalies and alerts. Efficiency: Drive automation initiatives for better system monitoring and prompt issue detection/remediation. Backlog Management: Participate in functional debt backlog grooming and work toward significant on-call reduction through triaging. Collaboration & Domain Expertise Cross-functional Engagement: Collaborate with Business, Product Management, and Development teams to drive issues to closure and understand the changing production landscape with new feature releases. Continuous Improvement: Drive product and process improvements to reduce response and resolution times. Domain Knowledge: Maintain a strong understanding of the functional domain (e.g., Warehouse Management Systems), performance/scalability concepts, and the underlying tech stack. Candidate Requirements Experience & Communication Experience: 2-4 years of professional experience in application support across multiple geographical locations. Work Model: Proven experience working in a 24/7 rotational shift model (Mandatory). Communication: Exceptional written and oral communication skills for effective stakeholder management. Technical Proficiencies Core Tech: Solid experience with SQL, and Scripting (Bash/Python/Dockers/Kubernetes, for Log analysis & etc.). Process Knowledge: Strong understanding of ITIL Processes. Methodology: Familiarity with Agile methodologies. Analytical Skills: Basic level proficiency in conducting Root Cause Analysis (RCA). Tools & Systems Category Must Have Preferred / Good to Have Ticketing & Collab JIRA, Confluence, ITSM Ticketing tools (BMC, ServiceNow) Experience in process automation within these tools Data & Analysis SQL Database, MS Excel (Basic/Intermediate) Advanced Excel or Data Visualization Monitoring Basic awareness of monitoring concepts Splunk, Zabbix, Grafana, or similar APM tools Additional Information Shift: 24/7 Rotational Shift (Mandatory requirement). Position : 6 Month Contract (it can be Extended as per performance) Experience: 0 to 1 years. Location :Bengaluru Notice Period: Immediate Only Shift Pattern: 24/7 Rotational Shift if you are available for MS Teams/Telephonic Interview strictly between Monday to Friday then kindly share your updated resume ASP at faiyazmd@virtusa.com with the details below: Name: Total Experience: Relevant Experience: CTC: Expected CTC : Official Notice Period: Can Join in how many Days: About Virtusa: Websitewww.virtusa.com Thanks and Regards MD Faiyaz Hussain | Virtusa | IT Services | Product Engineering | Mobility & Messaging Telecom | Healthcare | Energy & Utilities | Media & Content | Banking & Finance