Application Support Engineer

Persistent Systems; Hyderabad; Ibrido; INR 600.000 - 1.200.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid work

Flexible hours

Long Service awards

Education sponsorship

Insurance coverage

Descrizione del lavoro

Persistent Systems in Hyderabad is seeking an experienced Application Support Engineer (L2/L3) to provide operational and technical support for critical enterprise applications. You will handle incidents, RCA, and change activities while ensuring ITIL-aligned processes.

The role emphasizes collaboration with global stakeholders, adherence to GxP/regulatory requirements where applicable, and ongoing service improvement through automation and documentation.

Competenze

• 2–5 years of Application Support, Production Support, or IT Operations experience.
• Hands-on experience with .NET applications and SQL Server databases.
• Strong knowledge of ITIL incident, problem, change, and service request management.

Mansioni

• Provide L2/L3 support for critical enterprise applications.
• Manage incidents, service requests, problems, and changes per ITIL practices.
• Investigate and resolve complex application, database, and integration issues.
• Perform RCA and implement corrective actions.
• Monitor app health, batch processes, interfaces, and performance.
• Support release management and deployment validation.
• Collaborate with vendors and global teams to resolve issues.

Conoscenze

Troubleshooting

Microsoft .NET

SQL Server

ITIL processes

ServiceNow

Strumenti

ServiceNow

Descrizione del lavoro

We are seeking an experienced Application Support Engineer (L2/L3) to provide operational and technical support for business-critical enterprise applications. The ideal candidate will possess strong troubleshooting skills, hands-on experience with Microsoft .NET applications and SQL Server databases, and a solid understanding of ITIL-based support processes. In this role, you will be responsible for ensuring application stability, resolving production incidents, supporting change and release activities, and driving continuous service improvement initiatives. Experience supporting applications within regulated GxP environments and pharmaceutical industries will be highly valued.

• Experience: 2 to 5 Years
• Job Type: Full-Time Employment

What You'll Do:

• Provide L2/L3 support for critical enterprise applications and business systems.
• Manage incidents, service requests, problems, and change activities following ITIL best practices.
• Investigate and resolve complex application, database, and integration-related issues within defined SLAs.
• Perform detailed root cause analysis (RCA) and implement corrective and preventive actions.
• Monitor application health, batch processes, interfaces, integrations, and system performance.
• Support applications developed using Microsoft .NET technologies and SQL Server databases.
• Execute approved configuration changes, data corrections, minor enhancements, and deployment activities.
• Perform unit testing and deployment validation for application fixes and enhancements.
• Support release management processes, including deployment verification, rollback planning, and post-release stabilization.
• Work within validated GxP environments while ensuring compliance with pharmaceutical industry standards and regulatory requirements.
• Create and maintain operational documentation, SOPs, support runbooks, knowledge articles, and validation records.
• Coordinate with third-party vendors and product support teams to resolve technical issues and manage escalations.
• Analyze support trends and identify automation opportunities to improve operational efficiency.
• Participate in continuous service improvement initiatives focused on reducing recurring incidents and improving application performance.
• Collaborate with business users, quality teams, infrastructure teams, and global stakeholders to deliver exceptional support services.

Expertise You'll Bring:

• 2-5 years of experience in Application Support, Production Support, or IT Operations.
• Strong experience troubleshooting complex application and production support issues.
• Hands-on experience supporting enterprise applications built on Microsoft .NET technologies.
• Strong SQL Server database knowledge including query execution, troubleshooting, and data analysis.
• Solid understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.
• Experience working with ServiceNow or similar enterprise ticketing platforms.
• Ability to perform root cause analysis and implement preventive measures for recurring issues.
• Knowledge of application integrations, APIs, and middleware support.
• Experience supporting applications in regulated GxP, Life Sciences, Healthcare, or Pharmaceutical environments.
• Understanding of FDA compliance, Computer System Validation (CSV), and audit requirements.
• Experience supporting release management and deployment activities.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management capabilities.
• Ability to work effectively in cross-functional and global team environments.
• Strong customer service orientation and commitment to operational excellence.
• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."