GL Management Services jobs - Application support

Responsibilities

• Reporting to the team leader, this is a hands on role working with highly skilled group of
Fellow operations engineers and other technical staff.
• To accomplish their primary goal of monitoring and troubleshooting computer and
Telecommunication networks and systems, Application Support Engineers perform many
Tasks.
• On-call engineer will act as a first point of contact for any technical issues failures and will be
Working in shifts as a part of 24x7 support team.
• While responding to incidents, the Application Support Engineer must carefully track and
Document all issues and resolutions in detail.
• When problems are too large or complex for quick troubleshooting, Application Support
Engineers must escalate the issue to management, other IT resources or merchants for
Assistance in reaching a resolution.
• A strong and enthusiastic commitment to resolving customer problems in a high quality and
Timely manner.
• Collaborate with internal and external engineering teams to provide a high level of service
And support on production systems.
• Application Support Engineers maintain ongoing communication within the team and
Externally, to keep all stakeholders aware of relevant, known issues and the steps being
Taken.
• Resolve customer problems via email and telephone.
• Research customer issues in a timely manner and follow up directly with the customer.
• Escalate cases to the engineering team when the problem is beyond the scope of technical
Support or falls out of the support team’s expertise.
• Maintain control and management of the overall resolution for any escalated case, even
When cross-functional groups are involved.
• Create knowledge base content to capture new learning for re-use throughout the company
And user base.
• Participate in technical communications within the team to share best practices and learn

About New Technologies And Other Ecosystem Applications

• Leverage internal technical expertise, including development engineers, knowledge base,
And other internal tools to provide the most effective solutions to customer issues.
• Flexibility to work remotely.

Key Skills

• Strong analytical thinkers who enjoy solving problems.
• Good written and verbal communication skills.
• A strong aptitude for learning new technologies and understanding how to utilize them in a
Customer facing environment.
• Excellent interpersonal skills with the ability to be calm during stressful situations under all
Circumstances.
• Knowledge of MYSQL and Service-oriented architecture frameworks.
• Knowledge of HTTP protocol, SSH, Telnet, DNS.
• Linux/unix fundamental: Bash scripts skills.
• Monitoring skills and systems like Zabbix, Nagios.
• Excellent time management and organizational skills, and ability to handle multiple
Concurrent tasks with minimal supervision.
• Understanding of Statistics skills will be an advantage.
• High energy, high integrity with customers/carriers

The Application Support Engineer will respond to faults and, Incidents on the front line, analyzing and troubleshooting problems, working with a variety, of monitoring tools, and communicating with partner. Application Support is a 24/7 365

Skills: Application Support, Technical Support, L2 Support, App Support

Experience: 2.00-5.00 Years