Application Support Engineer

Virtusa

Bengaluru

On-site

INR 350,000 - 550,000

Part time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Virtusa in Bengaluru is seeking a technically proficient L1 Technical Support Engineer with 2–4 years of experience to join our global support operations. This 6-month contract role focuses on maintaining production systems, resolving issues, and driving continuous improvement across cross-functional teams.

The candidate will work in a 24/7 rotational shift, perform RCA with PSEs, and ensure timely updates to stakeholders.

Qualifications

2–4 years of professional experience in application support across multiple geographical locations.
Willingness to work in a 24/7 rotational shift.
Excellent written and verbal communication skills.

Responsibilities

Adhere to defined On-call processes and Ticket Resolution SLAs.
Perform root cause analysis with PSEs to identify and fix recurring issues.
Oversee timely response and resolution of all production issues based on business impact.
Coordinate end-to-end troubleshooting across multiple teams and technical layers.
Provide timely, crisp updates to stakeholders via standups, emails, and meetings.
Own unblock tasks and coordinate with stakeholders for high-impact features.
Ensure monitoring SLAs are met and proactively address anomalies.
Drive automation for better system monitoring and faster detection.
Participate in backlog grooming to reduce on-call load.
Collaborate with Business, Product, and Development teams to close issues.
Drive product and process improvements to reduce response times.
Maintain domain knowledge of Warehouse Management Systems and related tech stack.

Skills

Communication

Analytical thinking

Team coordination

Tools

Jira

Confluence

ITSM

BMC

ServiceNow

SQL

MS Excel

Splunk

Zabbix

Grafana

Job description

Hi, Hope you are doing good We need a L1 Technical Support Engineer with 2-4 Year Experience to be base at Bengaluru

Role Overview

We are seeking a highly motivated and technically proficient Application Support Engineer with 2 to 4 years of experience to join our global support operations. The ideal candidate will have a strong background in providing mission-critical application support across diverse geographical locations within a 24/7 work model. You will be responsible for ensuring the stability, performance, and availability of our production systems while collaborating closely with cross-functional teams to drive continuous improvement.

Key Responsibilities

Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket Resolution SLAs.
Root Cause Analysis: Track and analyze recurring issues and support activities, collaborating with Production Support Engineers (PSEs) to identify root causes and implement permanent fixes.
Issue Oversight: Oversee the timely response and resolution of all production issues, prioritizing based on business impact.
End-to-End Troubleshooting: Coordinate and facilitate the troubleshooting and recovery of complex, end-to-end problems that span multiple teams and technical layers.
Stakeholder Communication: Provide crisp, timely updates to all stakeholders (intra-team and inter-team) via standups, emails, and meetings.
Ownership: Self-unblock when necessary; for features with widespread impact, coordinate with stakeholders with minimal supervision.
Operational Monitoring: Ensure monitoring SLAs are met by proactively actioning system anomalies and alerts.
Efficiency: Drive automation initiatives for better system monitoring and prompt issue detection/remediation.
Backlog Management: Participate in functional debt backlog grooming and work toward significant on-call reduction through triaging.
Cross-functional Engagement: Collaborate with Business, Product Management, and Development teams to drive issues to closure and understand the changing production landscape with new feature releases.
Continuous Improvement: Drive product and process improvements to reduce response and resolution times.
Domain Knowledge: Maintain a strong understanding of the functional domain (e.g., Warehouse Management Systems), performance/scalability concepts, and the underlying tech stack.

Candidate Requirements

Experience: 2-4 years of professional experience in application support across multiple geographical locations.
Work Model: Proven experience working in a 24/7 rotational shift model (Mandatory).
Communication: Exceptionally written and oral communication skills for effective stakeholder management.

Technical Proficiencies

Core Tech: Solid experience with SQL, and Scripting (Bash/Python/Dockers/Kubernetes, for Log analysis & etc.).
Process Knowledge: Strong understanding of ITIL Processes.
Methodology: Familiarity with Agile methodologies.
Analytical Skills: Basic level proficiency in conducting Root Cause Analysis (RCA).

Tools & Systems