Application Support Engineer Job in Noida at TO THE NEW

To The New is hiring for the job role of  Application Support Engineer!

Responsibilities of the candidate :

• Provide technical support to end-users, customers, and internal teams for OTT or e-commerce applications, addressing their queries, issues, and concerns in a timely and effective manner.
• Identify and diagnose technical issues with applications by analyzing log files, error messages, and user reports. Resolve or escalate issues as appropriate.
• Log and track incidents related to the applications, ensuring proper documentation, prioritization, and resolution according to defined service level agreements (SLAs).
• Monitor the performance and availability of the business-critical applications, utilizing monitoring tools and systems to proactively identify and address potential issues.
• Investigate and troubleshoot incidents reported by users, following standard operating procedures (SOPs) and best practices, to identify root causes and implement appropriate solutions.
• Collaborate with other support teams, development teams, and third-party vendors as necessary to escalate and resolve complex or critical incidents within defined escalation paths.
• Work closely with development teams to track and manage reported software bugs, ensuring proper documentation, prioritization, and resolution.
• Participate in change management processes, reviewing and assessing proposed changes to OTT applications to ensure minimal disruption and maximum stability.
• Create and update knowledge base articles, FAQs, and troubleshooting guides to empower users and support teams with self-service resources for common issues
• Assist in creating training materials and delivering training sessions to end-users, helping them navigate and effectively utilize OTT applications.
• Identify areas for improvement in processes, tools, and systems related to OTT application support, and provide recommendations for enhancing efficiency, reliability, and user experience.
• Participate in quality assurance activities, including testing new features, conducting regression testing, and verifying fixes, to ensure the overall stability and reliability of OTT applications.

Requirements:

• Bachelor’s Degree, or equivalent 
• Preferred ITIL Foundation V3 or V4 certification
• Minimum experience of 2-4 years in a customer support role, B2B supporting an Enterprise or SaaS-based application experience preferred 
• Must have hands-on experience with troubleshooting logs from multiple sources like site 24*7, Datadog, newrelic, kibana, grafana etc. 
• Must be working in 24*7 shifts, weekend or on-call support 
• Proven track record of working in a similar capacity providing 24 x 7 application & IT Infrastructure management support to global customers
• Experience with ticketing tools like Jira, Remedy, or ServiceNow
• Good interpersonal skills and relationship-building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment
• Basic understanding of ITIL (Incident Management & Escalation Management), Cloud Infrastructure (AWS - Optional), Operating Systems (Linux & Windows - Optional)
• High personal productivity and excellent time management
• Candidates who possess a background in OTT Support would bring valuable expertise and hold a competitive edge in this interview process.