Application Support Analyst / Engineer

Project: Operation Support

Job Title: Application Support Analyst / Engineer

Job Summary

The Application Support Analyst is responsible for ensuring the smooth operation, maintenance, and support of business-critical applications. This role involves troubleshooting issues, providing user assistance, and collaborating with technical teams to enhance application performance and reliability.

Key Responsibilities

1. Application Monitoring & Maintenance

2. Monitor application performance and availability.

   Perform routine health checks, backups, and apply patches or upgrades.

   Ensure compliance with security and operational standards.

3. Incident Management & Troubleshooting

4. Respond to and resolve application-related incidents promptly.

   Diagnose root causes and implement corrective actions.

   Escalate complex issues to development or infrastructure teams.

5. User Support & Training

6. Provide first-line support for application queries and issues.

   Assist users with functionality and best practices.

   Develop and maintain user guides and training materials.

7. Collaboration & Coordination

8. Work closely with developers to report bugs and suggest improvements.

   Participate in testing new releases and deployments.

   Coordinate with IT teams for integration and performance tuning.

   Collaborate closely with manufacturing, engineering, and automation teams to identify and resolve system and process issues.

9. Documentation & Reporting

10. Maintain accurate records of incidents, changes, and resolutions.

    Prepare regular reports on application performance and support metrics.

    Document processes and ensuring knowledge base is up to date.

11. Others

12. Support business continuity and disaster recovery activities to ensure production resilience.

    Ensure all application support activities comply with factory security, safety, and quality standards.

    Proactively identify opportunities for process improvement, automation, and system optimization to enhance production efficiency.

    Require on-call support during critical incidents.

Required Skills & Qualifications

. Must Have

o Bachelor's degree in computer science, IT, or related field

o 3-5 years of relevant experience in application support

o Strong understanding of application architecture and databases

o Experience with troubleshooting tools and ticketing systems

o Basic programming/scripting skills (e.g., .NET, JavaScript, Python, C#, C++)

o Database Skills including Oracle, Postgres, BigData Solutions

o Agentic AI Basic Core Skills

o Excellent problem-solving and communication skills

o Ability to communicate effectively in English (verbal and written)

o Willingness to work on-site and provide on-call support during critical incidents

o Knowledge of incident management and root cause analysis

. Good to Have

o Experience with Rest API, Web backend, SQL and No-SQL databases

o Familiarity with DevOps tools and CI/CD pipelines

o Experience working with cross-functional teams (e.g., manufacturing, engineering)

o Ability to create user guides and training materials

o Experience in business continuity and disaster recovery planning

o Understanding of factory security, safety, and quality standards

. Nice to Have

o Knowledge of ITIL processes (Incident, Problem, Change Management)

o Familiarity with cloud platforms (AWS, Azure)

o Experience with monitoring tools (e.g., Zabbix)

o Understanding of information security best practices and compliance standards

o Experience in automation and process improvement initiatives