JD: App Support Engineer

Year of Exp.

- Min. 2-5 Years

Responsibilities

Involvement in Application Support for in house application.

Monitor emails and ITSM tool for issues raised by business.

Troubleshoot existing functionality within applications.

Identify and resolve development and technical issues.

Ticket management post resolving issues.

Production support L1 and L2 experience for applications built in Java.

Experience in documenting fixes for recurring incidents and requests

Must Have Skills

BS/MS in Computer Science, Computer Engineering or a related technical discipline

Experience in communicating with users, other technical teams and senior management to collect requirements, describe software product features, technical designs and product strategy

Good communication skills.

Proficiency with relational databases and SQL

Good to have skills

Familiarity with ITSM tools like ServiceNow.

Experience with agile software development methodologies (Scrum/Kanban)

Knowledge of Core Java 1.8+, Spring Boot, Service Oriented Architecture, Microservices

Taking owner ship of tasks and bringing it to closure.

Problem solver and flexible

Preferred experience with life science and/or healthcare related data.

Knowledge in Angular.

Business Focused

The position will function on a regional level and global level.

Act as an application SME resource for end users.

Provide technical troubleshooting support and issue resolution for assigned computer applications and associated instruments

Lead and co-ordinate resolution to technical and business process issues as related to assigned computer applications





Liaise with Business Technology Analysts on a regular basis to ensure smooth and appropriate transition of new computer applications.

Coordinate business meetings where appropriate to ensure business user’s needs are being met.

Document discussions, issues, recommendations, and resolutions related to supported applications

Communicate technical issues and resolutions with users and share information with the Business Unit

Understand and maintain a high level of functional subject matter expertise and help to manage changing requirements

Responsible for training or confirming training of users in assigned computer systems

Work with users to fine tune functionality

Optimize business processes and application functionality

Work with users to expand deployment of applications to other departments and business units

Assists Manager with process to ensure a coordinated and unified approach for all managed applications

Perform other related duties as assigned

Regulatory Focused

Manage user access to the application including addition, modification, review, and removal of accounts as appropriate

Perform periodic reviews of user access

Establish, track, and maintain errors and performance in change control forms and logs

Provide application documentation for client and regulatory audits





Ensure responses to audit findings are completed as assigned by IT Compliance

Validate and perform user testing including the process design tests to challenge the software, and documenting results/installations as required by GLPs and/or SOPs

Write, approve, and perform qualification and other testing required to ensure application functionality

Archive validation documentation

Create, manage, and archive application documentation and data

Work with users to generate and review Application SOP’s

Work with users to create, review, and update application user manual(s) and System Usability Documents (SUD)

IT Focused

Help develop productive and effective processes to ensure good communication between the business units and Information Technology (IT) staff.

Manage escalation of technical issues to IT

Manage escalation of issues to application vendors

Maintain application configurations which can be controlled within the application

Assist in retirement and/or decommissioning of applications

Ensure updates are made to the global systems inventory for applications

Coordinate release of new versions of the application into production including completing the Release into Production Checklist

Develop business scenarios to test the application

Verify installation and operation of the application

Document analysis and/or testing related to infrastructure changes. (e.g. operating system patches, significant network changes)

Participate in validation projects for assigned applications (e.g.

requirements analysis, validation and regression testing, process analysis, deployment)

Create and maintain change control forms and logs

📌 Technical Help Desk 2_India (Bengaluru)
🏢 eTeam
📍 Bengaluru