Job Description (JD) – Technical Support Engineer (Business Applications)
Position
Technical Support Engineer – Business Applications
Department
Application Trading Support (ATS)
Role Summary
The Technical Support Engineer is responsible for providing end-to-end technical and functional support for business-critical applications including TechExcel, MFund (Azentio), XHawkEye, Ace Equity, Bloomberg, LMS, Trackwiz, SECMARK, and other integrated business applications. The role involves application monitoring, incident management, troubleshooting, vendor coordination, release management, server health monitoring, disaster recovery activities, documentation, and ensuring high application availability with minimal business disruption.
Key Roles & Responsibilities
1. Application Support & Operations
- Provide Level 1 and Level 2 technical and functional support for all assigned business applications.
- Monitor application health and ensure business-critical applications remain available during business hours.
- Perform daily application health checks and validate application services.




- Resolve user issues within defined SLA/TAT.
- Analyze application errors and perform root cause analysis (RCA).
- Ensure minimal business disruption during production incidents.

2. User Support & Query Resolution
- Provide technical and functional assistance to business users.
- Troubleshoot application, connectivity, login, and performance issues.
- Coordinate with internal teams to resolve user-reported issues.
- Maintain regular communication with users until issue closure.
- Maintain issue logs and resolution records.

3. Vendor Coordination
- Coordinate with application vendors for:
- Incident Resolution
- Bug Fixes
- Enhancement Requests
- Change Requests
- Patch Releases
- Application Upgrades
- Create and manage vendor support tickets.
- Track pending issues until closure.
- Validate vendor fixes before production deployment.

4. Troubleshooting & Root Cause Analysis
- Investigate

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