Application Support Engineer

Devon Software Services; Bengaluru; Hybrid; INR 600,000 - 1,000,000; Full time

Job summary

Devon Software Services is seeking an experienced System & Application Support Engineer to handle production support for mobile and web apps hosted in cloud infra. You will work directly with enterprise customers, provide regular and advanced operations support, and contribute to ongoing system improvements.

The role requires 2–6 years of Level 2 support, strong log analysis, familiarity with AWS services, cloud monitoring tools, incident management, and SLAs.

Qualifications

• 2–6 years of Level 2 application (mobile & web) support experience.
• Experience with cloud monitoring tools (AWS CloudWatch, Datadog, ELK).
• Strong log analysis and data validation to isolate issues.
• Knowledge of AWS Services.
• Experience in incident management, SLAs and escalations.
• Proficiency with JIRA or other ITSM tools.
• Experience with SQL and NoSQL databases.
• Proficient in Microsoft Office.
• Willing to work in rotational 24x7 shifts.

Responsibilities

• Handle incidents: analysis, data gathering and resolution.
• Escalate incidents based on workflows.
• Bridge calls with stakeholders for priority incidents.
• Monitor cloud application dashboards.
• Respond to auto-alerts and follow runbooks.
• Create reports and share with stakeholders.
• Coordinate with cross-geography teams to close tickets.
• Perform sanity checks on iOS/Android apps as required.
• Maintain OPS procedures, run books and work instructions.
• Fulfill ad-hoc data or report requests.

Skills

Lvl 2 support

Cloud monitoring

Log analysis

AWS knowledge

SLA & escalation

ITSM tools

SQL/NoSQL DB

MS Office

Analytical thinking

24x7 shifts

Tools

JIRA

AWS CloudWatch

Datadog

ELK

SQL/NoSQL tools

MS Excel/Office

Job description

What are we looking for

A System & Application support engineer with production support experience, handling an ecosystem containing Mobile App/Web App with application layer/business logic/data hosted in cloud infra. This role will provide Regular/advanced operations support, contribute to existing system improvements, and work directly with enterprise customers to provide excellent customer service.

Must have skills

• 3 To 6 years of experience in Level 2 Application (mobile & web) support
• Knowledge on cloud monitoring tools such as AWS CloudWatch, Datadog , ELK
• Debugging log analysis data validation skills to isolate issues
• Knowledge of AWS Services
• Hands on experience in Application monitoring, Incident management, SLAs & Escalations
• Proven experience in using any major ITSM tools (JIRA preferred)
• Hands on experience with good command on Database (SQL & NO SQL ) handling
• Good command in Microsoft Office suite
• Strong analytical and problem-solving skills
• Willing to work in rotational based 24X7 Shifts

Good to have skills

• Automotive Connected Car eco system knowledge
• Experience in Change Management Process
• Connected car feature understanding
• QA Testing of Web or Mobile apps

What will be the roles and responsibilities

• Incident handling, Issue analysis, Investigate & Gather necessary data/insights
• Incident escalation based on workflows
• In case of priority incidents , bridge the calls with multiple stakeholders and ensure resolution stakeholder is identified and assigned to incident
• Monitoring Dashboard of cloud applications
• Monitoring and acting based on the auto-alerts generated from system using runbooks
• Report creation and publishing to required stake holders
• Coordinating with multiple stakeholders across different geographies to ensure the ticket closure
• Execute sanity check for the application (iOS, Android) as & when required
• Responsible for maintaining the procedures/run books, workflows, work instructions used by the ops team
• Fulfil any ad-hoc data or report request queries from different functional groups

We are looking only for immediate joiners.