Tech Support Engineer_Application Maintenance and Support

CitiusTech Inc; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

CitiusTech Inc. is seeking a Technical Support Engineer for Application Maintenance and Support to provide L2/L3 assistance for healthcare applications.

You will troubleshoot complex production issues, perform root cause analysis, and drive timely resolution while supporting releases and escalations. You will work within ITIL-aligned processes, collaborating with cross-functional teams to ensure system reliability and optimal performance.

Qualifications

• L2/L3 Application Support.
• Incident Management and Escalation Handling.
• Linux expertise and SQL Server troubleshooting.
• Root Cause Analysis (RCA) for production issues.
• ITSM tools such as ServiceNow, Remedy, Jira Service Management, etc.
• Knowledge of ITIL processes and best practices.

Responsibilities

• Maintain day-to-day operation of application systems and troubleshoot issues.
• Provide L2/L3 support for incidents, service requests and production problems.
• Analyze incidents, identify root causes, and implement effective resolutions.
• Learn new applications and tools to improve support efficiency.
• Take ownership of tickets and drive them to closure within SLA.
• Communicate with clients and stakeholders via calls, emails, and tickets.

Skills

L2/L3 support

Incident management

Linux

SQL Server

Root cause analysis

Application issue resolution

ITSM tools

ITIL framework

Education

Engineering degree

Job description

Job Summary

As a Technical Support Engineer - Application Maintenance and 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 support for application incidents, service requests, and production issues in a healthcare environment.
• Analyze incidents, identify root causes, and implement effective resolutions to minimize business impact.
• Quickly learn and adapt to new applications, tools, and support processes to ensure efficient issue resolution.
• Take end-to-end ownership of assigned tickets and proactively drive them to closure within SLA timelines.
• Communicate effectively with clients and internal stakeholders through calls, emails, and ticket updates.
• Be flexible to support business requirements through rotational shifts, including US business hours and 24x7 support as needed.
• 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

• 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

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 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.