Location: Bengaluru, India

Experience: 3-6 Years

Employment Type: Full-time | Work Mode: Work from Office

Shift: 16x5 Operational Support(5:30PM -8:00AM)

Key Responsibilities

- Handle incidents, alerts, and service requests assigned to the Availity Extend Support team.
- Investigate application, API, authentication, and integration issues using approved tools, logs, and runbooks.
- Perform initial triage, root cause analysis, evidence collection, and detailed ticket updates within ServiceNow.
- Coordinate with NOC, Senior Support Engineers, and Engineering teams during escalations and major incidents.
- Validate API requests and responses, troubleshoot connectivity issues, and support customer integrations.
- Execute smoke testing and production validation activities during application releases and deployments.
- Create and maintain knowledge base articles, known error records, troubleshooting guides, and shift handover documentation.
- Communicate effectively with internal stakeholders and customers regarding issue status, resolution progress, and follow-up actions.
- Support continuous improvement initiatives to enhance operational efficiency, monitoring, and service quality.

Required Qualifications

- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- 3+ years of experience in Application Support, Technical Support,



Production Support, or a similar customer-facing support role.
- Solid analytical, troubleshooting, and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to work effectively in a fast-paced operational support environment and collaborate with global teams.

Technical Skills

- REST APIs, JSON, and XML
- API testing and validation using Postman and/or Insomnia
- Basic SQL and database querying
- Linux fundamentals and command-line troubleshooting
- Log analysis and debugging
- Basic AWS cloud awareness
- Authentication concepts including OAuth, SSO, and API security fundamentals
- ServiceNow or similar ITSM platforms

Operational Skills

- Incident Management and Service Request Handling
- Customer Communication and Stakeholder Management
- ServiceNow Ticket Documentation and Updates
- Runbook Execution and Operational Procedures
- Knowledge Base Creation and Maintenance
- Shift Handover and Escalation Management
- Production Support and Release Validation

Preferred Qualifications

- Experience supporting SaaS applications in a production environment.
- Familiarity with monitoring and observability tools.
- Understanding of healthcare technology, EDI transactions, or payer-provider integrations.
- Experience working with global support teams and customers.

📌 Application Support Engineer (Bengaluru)
🏢 Availity
📍 Bengaluru