Global Application Support Engineer

Application Support Engineer

Aim of the job:

Provide application support primarily to FIS solution and secondary support to SICPATRACE. Provide application support directly to FIS operations. Also provide escalation support to other remote FIS operation where there are local application support engineer present, assigned through incident mgmt. or task assignments.

Act as the global application support engineer, who will also involve in the implementation and deployment of FIS solution to new customer projects, assist to train and coach new local operation application support engineer. Maintain sufficient expertise at the global role especially when handling escalation and helping to build FIS support capabilities in local operations.

Objectives of this role 

• Maintain, troubleshoot, and resolve any application support issues quickly within response SLA.
• Build Solution Monitoring to monitor the applications and related components.
• Improve reliability, quality, and time-to-market of our suite of software solutions.
• Provide primary operational support for multiple distributed software applications.
• Lead and assist in implementing support best practices in the team and collaborations with other teams.
• Help to train and coach new application support engineers in local operations or new customer projects.
• Collaborate with global support team, development teams and local operations teams in delivery of support
• Collaborate with project teams for any deployment or implementation in new customer projects.

Responsibilities

• Troubleshoot any application issues to resolve them as quickly as possible.
• Investigate and find root cause of application problem, especially critical and recurrent ones.
• Deploy new version of applications to preproduction and production environment.
• Participate in the quality assurance testing of new releases prior to deployment to production.
• Partner with development teams to improve services through rigorous testing and release procedures.
• Develop, and implement solution monitoring to help detect issues and troubleshoot problems faster.
• Continuously implement any automation which improve the operation and reliability of the operation.
• Train and coach application support engineers in local operations and new customer projects.
• Document any work instructions, procedures required for performing technical work that can be shared.

General/ Other activities

1. Ensure that all SICPA policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
2. Contribute to the development and maintenance of policies, processes and procedures for SICPA, including those for operations, maintenance, and support
3. Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the Service Centre Team Leader.

Basic education and training: College degree or technical training in Computer Science, or equivalent combination of training, and/or experience

Professional experience:  Prior experience in software development (minimum 3 years).

Language skills: Fluent in English

Others: Good written and verbal communication

Technical skills:

• Strong technical troubleshooting and problem-solving skills.
• Strong knowledge of Linux and VM.
• Competent knowledge of at least a relational database
• Ability to program with one or more high level languages, at least in Python
• Experience with log analysis and root cause analysis
• Knowledge and experience in Splunk or equivalent will be added advantage.
• A proactive approach to spotting problems, areas for improvement, and performance bottlenecks
• Knowledge or experience in other related technologies (OpenShift, Kubernetes) are advantageous.

Specific knowledge linked to the work:  Mandatory:

• Strong troubleshooting skills and demonstrated abilities to diagnose and analyze software issues
• Experience managing 1st level support activities (Service Center, Support Line, etc.)
• Experienced with quality and performance monitoring processes
• Experience with Microsoft Office tools (Excel, Word, PowerPoint, Visio)

Knowledge in one or more of the following fields a plus:

• Experience troubleshooting computer networks
• Knowledge of basic IT support procedures and tools