Mainframe (Pvt) Limited is a fully owned subsidiary of Sumathi Holdings (Pvt) Limited, Located in Colombo-03. It is a global technology and development company that delivers high end software product development services globally to meet a spectrum of business needs from small to large business entities.
Job Role:
We are looking for a dedicated Application Support Engineer to provide application support on a 24x7 shift basis. You will be responsible for Level 2 support, responding immediately to helpdesk tickets, conducting initial troubleshooting, and escalating issues to respective teams.
Duties and Responsibilities:
- Provide second and third-line support for software applications, diagnosing and resolving issues in a timely manner.
- Track and manage incidents using ticketing systems, ensuring that all issues are logged, prioritized, and resolved within the agreed SLA.
- Perform root cause analysis for recurring issues and implement solutions to prevent future occurrences.
- Monitor application performance and system alerts, proactively identifying and addressing potential issues.
- Work with development teams to understand application functionalities and provide feedback for improvements.
- Assist end-users by providing training, answering questions, and solving application-related problems.
- Stay updated with emerging technologies and industry trends, recommending adoption where appropriate.
- Create and maintain detailed documentation for application support processes, known issues, and solutions.
The ideal candidate should Posses:
- Bachelor's in Computer Science, Information Technology, Software Engineering or other any respective field
- 2+ years of experience in Application Support, including creating and maintaining detailed documentation for support processes, known issues, and solutions.
- Advanced SQL skills.
- Previous experience working with ticketing systems.
- Exposure to cloud-based system monitoring and maintenance.
- Fluent in English.
What We Offer:
- A dynamic work environment with 24x7 shift opportunities.
- Opportunities for professional growth and career advancement.
- Competitive salary and benefits package.
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