Tech Support Engineer_Application Maintenance and Support

As a Technical Support Engineer - Application Maintenance and Support , you will deliver L2/L3 support for healthcare applications, maintaining application stability, resolving complex production issues, conducting root cause analysis, and ensuring incidents are resolved within required timelines. You will work with cross-functional teams to uphold system reliability, support application releases, handle escalations, and continuously enhance application performance in line with ITIL and established support best practices.

Responsibilities: -

• Own the day-to-day maintenance of application systems in operation, including activities focused on identifying, troubleshooting, resolving, and escalating application issues.
• Provide L2/L3 support for application incidents, service requests, and production issues in a healthcare environment.
• Review incidents, determine root causes, and apply effective resolutions to reduce business impact.
• Learn and adapt quickly to new applications, tools, and support procedures to ensure efficient and accurate issue resolution.
• Handle assigned tickets end-to-end and actively drive them to closure within SLA timelines.
• Maintain clear, professional communication with clients and internal stakeholders through calls, emails, and ticket updates.
• Support business needs with rotational shifts, including US business hours and 24x7 support as required.
• Investigate, diagnose, and resolve challenging software application issues and related problems across Windows OS, SQL Server databases, and other relevant technologies.
• Address client queries (phone/portal), including voice support (Inbound/Outbound), and ensure incidents are logged, documented, and tracked in an automated ticketing system (Auto generated tickets).
• Escalate incidents to senior team members when issues fall outside your scope.
• Ensure SLAs are met and delivered as per the Support specification.
• Contribute to knowledge sharing and support the publication of 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
• 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