Summary of the Role:
The Application Support Engineer is responsible to provide technical support for enterprise-level application systems in the cloud platform.
The engineer, acting as the subject matter expert for applications within the enterprise system, is expected to have knowledge of the best practices related to Cloud architecture, involve in research, diagnose, troubleshoot, investigate, identify potential solution and debugging cloud-based applications.
The engineer is also tasked to ensure service availability, performance and a good security posture of the systems running in the Cloud environment, in provisioning core infrastructure services of large system.
Key Responsibilities:
- Responsible for rapid development and prototyping of analytical processes in support of customer initiative.
- Responsible for assisting in the monitoring and management of deployed environments.
- Develop and maintain highly interactive web applications using technologies like JavaScript, PostgreSQL from requirements gathering to design, development, testing and maintenance.
- Provide software application support to resolve Level 2 and Level 3 support issue.
- Provide front-end support to clients and colleagues in other departments.
- Perform analyses on software application functionality and suggesting improvements.
- Perform testing and QA on the application for the new change request, functionalities.
- Perform recovery of the application when there is system failure.
- Identify potential bottlenecks in applications performance, troubleshoot and resolve application deployment issues and resolve application related incidents according to customer's processes.
- Manage the system / application patching and security hardening implementation.
- Manage consistency of the software across UAT, Staging, Production environment
- Ensure effective front-end and back-end functionality of application.
- Consult with the software development team/implementation team, project team, and client (internal/external) to improve the application performance, efficiency and usability.
- Establish the root cause of application errors, escalating serious concern to project team.
- Establish and maintain user guides and documentation
- Maintain, and keeping record of configuration changes and scheduling application updates.
- Document processes and monitor application performance metrics.
- Update application user guide to educate application functionality.
- Work close together with application product vendor for system defect reporting, support case, enquiries, software upgrades, and etc.
- Collaborating with engineering and system support teams to evaluate and identify optimal cloud solutions.
- Interact with clients, providing application support, coordinate joint troubleshooting and making recommendations based on client needs.
- Any other ad-hoc duties as required or assigned
Requirements:
- Degree/Diploma in Electrical / Electronic / Computer Engineering / Information Systems or related discipline.
- At least 2 years of relevant experience & technical hands-on experience on application support in related field.
- Advanced knowledge on Java-based application, Apache Tomcat, IIS, Batch Job Processing, REST API and etc.
- Good knowledge of front-end and back-end programming language, such as C++, Javascript, HTML, .NET, Python, Ruby, JSON Script.
- Good knowledge of managing various database such as PostgreSQL, MySQL, Oracle, MSSQL, etc.
- Good knowledge of customer's software development cycle and ability to code within AWS environments.
- Experience in Cybersecrity solutions and support will be advantage.
- Working knowledge and exposure in Identify and Access Management System will be an advantage.
- Knowledge on CI/CD, API Gateway in Cloud environment will be an advantage.
- Creating automation, scripting experience will be an advantage.
- Take initiative, upkeep responsibilities and has a sense of urgency.
- Effective verbal and written communication skills.
- Self-motivated, customer-oriented and a strong team player.
