Sr Software Engineer_Technical Support

CitiusTech Inc; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

CitiusTech Inc in Mumbai seeks a Senior Software Engineer - Application Support to deliver L2/L3 support for healthcare applications, ensuring stability, troubleshooting production issues, and driving timely incident resolution.

You will work with cross-functional teams to maintain system reliability, support releases, manage escalations, and improve performance while following ITIL practices and incident management standards.

Qualifications

• 3–5 years of experience in L2/L3 application support
• Strong ITIL knowledge and incident management skills
• Experience with Windows OS, SQL Server, and related technologies
• Shift-based support including US business hours and 24/7 coverage as required

Responsibilities

• Provide L2/L3 application support and incident resolution
• Troubleshoot and resolve complex production issues
• Adhere to ITIL processes and service standards
• Manage escalations and coordinate with cross-functional teams
• Communicate clearly with users and stakeholders
• Ensure SLAs are met and publish knowledge articles
• Participate in shift-based operations
• Refer incidents to seniors when needed

Skills

Analytical thinking

Problem-solving

Communication skills

Ownership & accountability

ITIL Knowledge

L2/L3 Application Support

Incident Management

Escalation Handling

Linux

SQL Server Support

Root Cause Analysis

Knowledge sharing

ITSM Tools (ServiceNow, Remedy, Jira)

Education

Engineering Degree - BE/ME/BTech/MTech/BSc/MSc

Technical certifications desirable

Tools

ServiceNow

Remedy

Jira Service Management

Job description

Job Summary

As a Senior Software Engineer - Application Support, you will be responsible for providing L2/L3 support for healthcare applications, ensuring application stability, troubleshooting complex production issues, performing root cause analysis, and driving timely resolution of incidents. You will collaborate with cross-functional teams to maintain system reliability, support releases, manage escalations, and continuously improve application performance while adhering to ITIL and support best practices.

Responsibilities

• Responsible for the day-to-day maintenance of application systems in operation, including tasks related to identifying and troubleshooting application issues, resolution and escalation.
• Provide L2/L3 application support and incident resolution, preferably within the Healthcare domain.
• Analyze, troubleshoot, and resolve complex technical issues while ensuring timely resolution.
• Adhere to defined support processes, procedures, and service standards.
• Take ownership of assigned incidents, requests, and problem tickets through to closure.
• Collaborate effectively with cross-functional teams and stakeholders to ensure seamless support delivery.
• Maintain clear and professional communication with users and internal teams.
• Participate in shift-based support operations, including US business hours and 24/7 support coverage as required.
• Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies.
• Respond to client problems (phone/portal) including voice support (Inbound/Outbound), logged and documented incidents within a ticketing system (Auto generated tickets).
• Refer incidents to senior team when an incident is beyond their scope.
• Ensure SLAs are met and delivered according to Support specification.
• Participate in sharing knowledge and publishing Knowledge articles.

Experience

• 3 - 5 Years

Location

• Bangalore
• Chennai
• Mumbai
• Hyderabad
• Pune

Educational Qualifications

• Engineering Degree - BE/ME/BTech/MTech/BSc/MSc.
• Technical certification in multiple technologies is desirable.

Skills

Mandatory Technical Skills:

• Strong analytical and problem-solving skills
• Quick learning ability and process-oriented approach
• Excellent verbal and written communication skills
• Strong sense of ownership and accountability
• ITIL Knowledge
• L2/L3 Application Support
• Incident Management and Escalation Handling
• Linux
• SQL Server Database Support and Troubleshooting
• Root Cause Analysis (RCA)
• Application Issue Identification and Resolution
• ITSM Ticketing Tools (ServiceNow, Remedy, Jira Service Management, and more)
• ITIL Framework
• Excellent communication skills

Good to Have Skills:

• Healthcare Domain Experience
• Knowledge Article Creation and Documentation
• Experience in 24x7 Production Support Environment
• Exposure to US Client Support

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.