Designation – Application Support Engineer
Location - Thane
Company Name - Kemar Port Automation Pvt Ltd
Key Responsibilities
- Provide L1/L2 technical support for enterprise applications and software products.
- Respond to support tickets, emails, or calls and ensure timely resolution of user issues.
- Troubleshoot application, database, and server-level problems.
- Collaborate with development, QA, and infrastructure teams to identify root causes and implement fixes.
- Monitor system performance, logs, and alerts to proactively prevent downtime or performance degradation.
- Manage incident, change, and problem management as per ITIL standards.
- Maintain proper documentation for all issues, fixes, and system configurations.
- Deploy patches, configuration updates, or releases in coordination with DevOps/Engineering teams.
- Conduct post-resolution follow-ups to ensure user satisfaction and issue closure.
- Escalate unresolved issues to higher-level support or engineering teams with detailed analysis.
- Participate in on-call rotations or shift-based support, if required.
Technical Skills:
- Strong understanding of Windows/Linux environments and network troubleshooting.
- Hands-on experience with SQL queries for data validation and issue debugging.
- Knowledge of web technologies (IIS, Apache, REST APIs, HTTP, JSON, XML).
- Experience with ticketing tools (JIRA, ServiceNow, Freshdesk, or Zendesk).
- Familiarity with log analysis tools (Splunk, Kibana, ELK Stack) and monitoring tools (Nagios, Grafana, or Prometheus).
- Basic scripting knowledge (PowerShell, Python, or Bash) is an advantage.
- Understanding of DevOps pipelines, application servers, and cloud environments (AWS/Azure) is a plus.
Soft Skills:
- Excellent communication and customer-handling skills.
- Strong analytical and troubleshooting mindset.
- Ability to work under pressure and meet SLA timelines.
- Ownership, accountability, and attention to detail.
- Team player with the ability to collaborate across technical and non-technical teams.
KPI’s (Key Performance Indicators):
- Incident resolution time and adherence to SLA for support tickets.
- First-call / first-response resolution rate for user issues.
- System uptime / application availability maintained as per target.
- Number of recurring incidents reduced through root-cause analysis.
- User satisfaction score based on support quality and responsiveness.
- Accuracy and completeness of support documentation (SOPs, RCA reports, logs).
Pay: ₹25,000.00 - ₹45,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Work Location: In person
