Key ResponsibilitiesAdvanced Incident Management

· Investigate all client incidents and determine the functional root cause.

· Analyze application behavior, logs, database records, configurations, and workflows.

· Reproduce production issues in lower environments where possible.

· Determine whether an issue is configuration, data, infrastructure, integration, or application-code related.

· Provide workarounds when a permanent fix is not immediately available.

· Escalate confirmed application defects to Development with complete technical evidence.

· Track issues through resolution and validate fixes before closing tickets.

Database & SQL Troubleshooting

· Perform SQL queries to investigate application and transaction-related issues.

· Analyze database records and relationships.

· Validate data integrity and identify data-related issues.

· Support controlled data corrections when approved.

· Investigate performance issues using database information and application logs.

· Work with Development/DBA teams on complex database problems.

Application & Integration Support

· Troubleshoot:

o Title and Closing workflows o HUD/CD processing o Document generation o Recording workflows o SFTP integrations o APIs and external integrations o Batch processes o User and account configuration o Application configuration o Session and authentication issues

· Analyze HTTP/API responses and integration failures.

· Troubleshoot CORS, timeout, connectivity, and gateway-related issues.

· Work with Infrastructure teams on server, application, and network-related incidents.

Production Support

· Participate in P1/P2 incident management.

· Support production deployments and post-deployment validation.

· Monitor recurring application issues and identify trends.

· Support hotfix validation and emergency production changes.

· Participate in RCA preparation for major incidents.

Problem Management

· Identify recurring incidents and initiate problem-management activities.

· Perform root-cause analysis.

· Document:





o Problem statement o Business impact o Root cause o Contributing factors o Immediate mitigation o Permanent corrective action o Preventive action

· Recommend application, process, monitoring, or infrastructure improvements.

Cross-Team Collaboration

· Work closely with L1 for knowledge transfer.

· Partner with Development for defect analysis and fixes.

· Work with QA for defect reproduction and validation.

· Work with Forms team for document/template-related issues.

· Coordinate with Infrastructure for application/server issues.

· Support client-facing teams during critical incidents.

Required Skills

· 3–6 years of application production-support experience.

· Strong SQL skills.

· Solid troubleshooting and analytical capabilities.

· Experience analyzing application/server logs.

· Understanding of REST APIs and HTTP.

· Knowledge of web applications and browser technologies.

· Experience with SFTP and file-based integrations.

· Experience with ticketing and incident-management processes.

· Strong understanding of incident, problem, defect, and change management.

· Excellent communication and documentation skills.

Preferred Skills

· Mortgage/title/closing application experience.

· Experience with Angular/Java/JBPM or similar enterprise application technologies.

· Experience with SQL Server.

· Experience with AWS/Azure environments.

· Experience with Application Insights or similar monitoring platforms.

· Experience with CI/CD and release management.

· Experience preparing RCAs for production incidents.

Key Performance Indicators

· L2 SLA adherence

· Mean Time to Resolution

· Correct root-cause identification

· Escalation quality

· Production incident resolution

· RCA completion

· Repeat-incident reduction

· Defect identification accuracy

· Knowledge transfer to L1

Reporting

Reports to: Support / Delivery Manager

Works closely with: L1 Support, Forms Team, Development, QA, Infrastructure, DBA, and Client/Business teams.

Supporting Hours

Roster based – 2 AM EST – 7 PM EST

📌 Application Support Engineer (Bengaluru)
🏢 Visionet Systems
📍 Bengaluru