Associate Application Support Engineer

Role Requirements and Responsibilities:

Application Support & Incident Management

• Serve as the first point of contact (L1) for application incidents raised via ticketing systems.
  

• Triage categorise and prioritise incoming support requests based on defined SLA guidelines.
  

• Resolve known issues using standard operating procedures (SOPs) and knowledge base articles.
  

• Escalate unresolved or complex incidents to L2/L3 teams with well-documented observations and initial analysis.
  

• Track and update incident tickets throughout the lifecycle ensuring timely communication to stakeholders.
  

Monitoring & Alerting

• Monitor application health dashboards on DataDog and CloudWatch and flag anomalies proactively.
  

• Acknowledge and respond to system alerts within defined response windows.
  

• Perform basic health checks on AWS services (EC2 RDS S3 Lambda) as part of daily operations.
  

• Maintain shift handover notes with clear status updates on open incidents and pending tasks.
  

Business Process & Domain Awareness

• Develop a working understanding of core NBFC workflows Loan Origination Disbursement Repayment and Collections to contextualise support requests.
  

• Identify recurring issues and surface patterns to the L2 team for problem management.
  

• Support business teams with basic data queries and validation requests under L2 guidance.
  

Technical Assistance

• Perform basic SQL queries to verify data cross-check records and support reconciliation tasks.
  

• Test and validate API responses using Postman for straightforward integration issues.
  

• Assist in UAT support release validation and deployment verification activities.
  

• Maintain and update runbooks SOPs and knowledge base documentation.
  

Collaboration & Communication

• Work closely with L2/L3 engineers business teams and QA during incident resolution.
  

• Provide timely and clear updates to end-users and internal stakeholders on ticket status.
  

• Participate in daily standups and shift briefings as part of the support operations team.
  

Requirements

Technical Skills (Basic Awareness)

• AWS Cloud Services: EC2 RDS S3 Lambda CloudWatch DynamoDB SQS
  

• Monitoring Tools: DataDog Grafana or similar tools
  

• Databases: SQL Server MySQL or PostgreSQL (strong SQL query and troubleshooting skills)
  

• APIs : RESTful APIs Postman testing API integrations and troubleshooting
  

• Operating Systems: Linux/Unix fundamentals
  

• Scripting: Python (preferred)
  

• Version Control: Git
  

Soft Skills

• Strong attention to detail and structured problem-solving approach.
  

• Clear written and verbal communication - ability to articulate issues concisely.
  

• Customer-oriented mindset with a sense of urgency and ownership.
  

• Willingness to work in shift-based or on-call environments.
  

• Ability to manage multiple tickets simultaneously under supervision.
  

Good to Have

• Basic knowledge of Shell or Python scripting for log parsing or automation.
  

• Exposure to ITIL fundamentals - incident problem and change management concepts.
  

• Experience with ticketing tools such as Jira Freshdesk or ServiceNow.
  

• Prior internship or project experience in application support or IT operations.