Application Support Engineer

Overview

Provide first-line technical and functional application support across the company’s enterprise application ecosystem, ensuring timely incident handling, initial troubleshooting, and effective escalation to internal application support specialists.

The role will strengthen operational capacity during the migration from legacy systems to new platforms, ensuring business continuity and application stability throughout the transition.

Responsibilities

• Receive, register, categorize, prioritize, and manage application incidents and service requests through the ITSM platform.
• Perform L1 troubleshooting and resolve routine application issues within agreed SLAs.
• Monitor application availability, health, and performance using monitoring tools.
• Perform initial investigation of application logs, API failures, integration issues, and microservices-related incidents.
• Collect technical evidence and escalate complex incidents to L2/L3 teams with clear diagnostic details.
• Support business users across insurance applications, including policy administration, underwriting, claims, payments, and customer servicing.
• Provide L1 support for both legacy and newly implemented systems during migration and stabilization.
• Perform basic post-release and post-migration verification under internal team supervision.
• Maintain troubleshooting guides, known-error records, and knowledge base documentation.
• Provide regular updates on ticket status, recurring incidents, and operational performance.

Qualifications

• Basic understanding of microservices architecture and distributed applications.
• Knowledge of REST APIs, web services, and system integrations.
• Familiarity with application monitoring and observability tools, particularly Grafana.
• Basic understanding of log monitoring and analysis tools.
• Knowledge of SQL,Oracle , mongo and relational databases
• Understanding of application availability, performance monitoring, and incident troubleshooting.
• Familiarity with ITSM tools such as Jira Service Management or ServiceNow.
• Basic understanding of authentication, authorization, and application access management.
• Familiarity with web and mobile application support.
• Automation & Tools creation is a plus

Essential skills

• Basic understanding of insurance business processes and operations.
• Familiarity with policy lifecycle, underwriting, claims, renewals, and premium collection.
• Understanding of business-critical transactions and their impact on customer experience and operations.

Previous experience in insurance or financial services is preferred

Desired skills

• Analytical thinking and troubleshooting capabilities.
• Strong communication and stakeholder management skills.
• Effective incident ownership, follow-up, and escalation.
• Good documentation and reporting skills.
• Ability to work under pressure , manage competing priorities.
• Work on shift basis and following on call schedules